Call Handler

Job Title: Call Handler
Contract Type: Permanent
Location: Portsmouth
Salary: £21,000
Reference: call handler
Contact Name: Fran Curtis
Contact Email:
Job Published: August 02, 2022 22:15

Job Description

Customer Service Call Handler
Location: Portsmouth  
Salary: £21,000  
Plus, fantastic benefits which include the following 
  • 23 days holiday rising with length of service and the ability to buy and sell holiday days
  • Fantastic career progression 
  • Pension 
  • Free car parking 
  • plus, many more …
  Hours of work: 40 hours core office hours Monday - Friday    
Dynamite Recruitment is currently working in partnership with a well establish service provider who are based in the Portsmouth area.  
As a call handler will be responsible for the following:
  • To ensure you understand your role in the end to end process of delivering the perfect repair for the customer, and the responsibilities of others.
  • To record accurate, timely and valuable information directly into Job Management Systems, Client Repairs and Property Database, or any other system(s) used to deliver the service including; the time of the repair, location, customer, trade required, description of the works actually required or completed, materials ordered, van stock used and any other relevant information that can help us to deliver great customer service, learn and improve.
  • You are responsible for your own Health & Safety and are expected to work with the Company and your line manger to ensure safety guidelines are followed and adhered.
  • To send operatives who become available to jobs in the most efficient and effective way ensuring they are productive eliminating or reducing travel and idle time.
  • To assist with any other administrative activities that are required to support the team, effectively manage the service and provide updates and information to the client.
  • When issues or queries are identified ensure you escalate to your line manager/supervisor to ensure it gets acted on and resolved through to a conclusion.
  • Assist the team, Supervisors and Managers in recording data and key management information that helps and improves the service we provide to our customers.
The ideal call handler will: 
  • Be a team player, flexible in your working hours to supports the delivery of the service, reliable and dependable.
  • A professional and courteous telephone manner at all times irrespective of the situation and escalate to you supervisor for support if required.
  • Must be proactive in identifying your training and development needs and doing something to overcome them.
  • Able to deal with lots of activity, remain focused on the call/ appointment you are dealing with, and the information that’s needs to be recorded or transferred by completing he task you are on before moving on to the next.
  • When recording information into job management systems ensure it is grammatically correct, concise and valuable to users of the information recorded.
  • Have good computer skills on MS office and be comfortable and a quick learner in using job management systems.
  • Be able to take direction from your line manager/ supervisor and provide updates and feedback regarding instructions given.
  • Have good typing skills and be able to record information straight into the job management systems.
Knowledge and experience required:
  • Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken by each trade group.
  • Experience of working in a Repairs and Maintenance call centre or any other call centre environment.
  • Good understanding of the Geographical Portsmouth City.