Call Handler

Main Responsibilities

Call Handler

Chelmsford

£9,790.19 - £20,000

Full and Part-time hours are available from 16 hours - 42.5 hours per week

Job Outline

Your duties are to work within the remit of a Call Handler whilst adhering to all appropriate G4S Forensic and Medical (G4SFMS) policies and procedures, providing a service to Police Authorities and other G4SFMS customers. The company reserves the right to require you to undertake additional or alternative duties, within reason of your capabilities. 

Key Responsibilities  

• To answer all calls promptly and courteously using the correct company greeting
• Manage the allocation of shift resources to meet contractual obligations in line with medical protocols and staff competence  
• To record and update all call information on the appropriate electronic systems in accordance with the Data Protection Act in an accurate timely manner (this includes bespoke IT systems IT systems and Microsoft systems such as Excel, Word & CRM)
• Transfer calls and messages internally during normal office operating hours, including the use of Microsoft Outlook/GMail  Ensure appropriate escalation of issues where necessary to department leads and senior management
• Communicate untoward incidents to management
• Build and maintain rapport and working relationships with customers and colleagues to ensure the provision of a quality service
• Complete the infection control audit by communicating with medics in custody every Monday throughout the week until all custodies have been checked.
• Provide support to other departments where necessary
• Following detailed procedures to ensure prompt resolution. 

Expectations ​

• For the purpose of continuity, you must arrive 10 minutes before your allocated shift time to receive a full handover which will include availability and location of staff resource with any issues that are relevant to the oncoming shift
• You are expected to behave in a manner appropriate for a professional environment
• You will be required to commit to training before working on your own as a call handler, this is depending on your learning speed and will be fully paid. 

The Ideal Candidate

Key Competencies:

• Dealing with Changing Circumstances
• Delivering Great Customer Service
• Working Collaboratively
• Engaging and Inspiring People

Essential 

• Flexibility to change shifts to help cover sickness and annual leave.
• Ability to establish and maintain effective working relationships throughout the organisation and at all levels
• Excel experience
• Detail conscious
• A developing awareness of the PSSH structure
• Awareness of the Data Protection Act

Desirable

• A resilient team player with drive, enthusiasm, and passion.
• Strong planning & co-ordination skills
• Complaints handling
• Strong Customer Service Background