Call Handler

Permanent vacancy - Call handler

Salary - £27,294 (plus annual bonuses)

Location - Hillington

Excellent benefits package and working environment including optional healthcare, pension scheme, death in service.

Working hours - 12 hour shift patterns 7am - 7pm.

Our client based in Hillington, is looking for a call handler to join their busy office. They work 12 hour shift patterns but this leads to some excellent time off and a very healthy work/life balance. They are a very successful company with a very strong staff retention rate. If you have knowledge of alarms and dealing with emergency situations that would be a great advantage.

Key Responsibilities:

Monitor, manage, and triage refrigeration and alarms using alarm management systems in accordance with company procedures
Respond to alarms within defined service level agreements (SLAs)
Investigate alarms and liaise with customer sites to agree appropriate corrective actions, including remote system access where required
Accurately record all actions, findings, and communications to ensure full traceability and compliance with documentation standards
Raise service requests for customer contractors in line with agreed processes
Provide first-line technical support to customers, ensuring a high standard of customer service
Escalate unresolved or critical issues in accordance with company escalation procedures
Contribute to continuous improvement by identifying recurring issues and suggesting process or system enhancements

Working hours and rotas as as follows:

Week 1 - Monday, Tuesday, Saturday & Sunday

Week 2 - Wednesday, Thursday & Friday

About the person

Where Call Centre Experience would be an advantage for this job its not actually essential, we are looking for someone who can provide first class communication skills, both written and verbal

Knowledge of Alarm systems and emergencies would be an advantage