Job Description

Job Title:

Call Handler

Reports to:

Acting Head of Commercial

Location:

Baglan Bay Innovation centre, Baglan Energy Park, Central Avenue, Port Talbot SA12 7AX

Our offices are relocating to Fforestfach within the next 12 months; a successful candidate must be able to work in Baglan until the move and then commute to Fforestfach.

Working Hours:

Monday to Friday, 8:30am to 5:00pm

Contract Type:

Full-Time

Job Purpose:

As a Call Handler, you will be the first point of contact for incoming telephone calls. You will handle a high volume of inbound calls professionally, ensuring queries, requests, and concerns are dealt with efficiently or directed appropriately. Your role is critical to providing a high-quality, responsive, and customer-focused service.

Key Responsibilities:

Answer incoming calls promptly and courteously in line with company standards Identify the caller's needs and take appropriate action including resolving queries, logging issues, or redirecting to the appropriate team Accurately record call information, messages, and outcomes using relevant systems and databases Follow standard scripts, processes, and procedures while maintaining a friendly and professional tone Escalate urgent or complex issues to the relevant supervisor or team Maintain confidentiality and data protection standards at all times Perform administrative duties related to call handling, such as email follow-ups or logging tickets Monitor call queues and contribute to team performance targets (e.g. call wait times, resolution rates)

Person Specification

Essential:

Excellent verbal communication skills Strong listening and questioning abilities Confident using IT systems and call handling software Professional and calm telephone manner Ability to work under pressure and handle high call volumes Strong attention to detail and accurate data entry skills

Desirable:

Previous experience in a call centre or customer service environment Knowledge of CRM or ticketing systems Familiarity with [industry-specific knowledge, if applicable] Key Competencies: Customer focus Teamwork and collaboration Problem-solving Resilience and stress tolerance Attention to detail Adaptability and flexibility
Job Type: Full-time

Pay: 12.25 per hour

Expected hours: 40 per week

Benefits:

Company pension Free parking On-site parking Private dental insurance Private medical insurance
Schedule:

Day shift Monday to Friday
Ability to commute/relocate:

Port Talbot SA12 7AX: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Expected start date: 01/09/2025