Call Centre Agent

Reed Specialist Recruitment; Remote; GBP 21,000; Full time

Job summary

A leading recruitment agency is seeking a Fully Remote Call Centre Agent to provide crucial support over the phone. You'll act as the first point of contact for emergency calls, assisting vulnerable individuals with empathy and professionalism. Key qualifications include prior call centre experience and strong communication skills. This full-time position offers a supportive team environment and the opportunity to make a significant difference in clients' lives.

Benefits

198 hours holiday

Discounts on shopping and holidays

24/7 employee assistance programme

Pension scheme

Family and friends discounts

Qualifications

• Must have call centre experience.
• Experience in handling high volume incoming calls.
• Desirable experience in Local Authorities or Emergency Services environments.

Responsibilities

• Act as the first point of contact for emergency alarm calls.
• Support sheltered housing residents ensuring safety and well-being.
• Handle calls daily while providing exceptional customer service.

Skills

Call Centre Experience

High Volume Incoming Calls

Proficiency in Microsoft Office

Excellent Communication Skills

Organised and Detail-oriented

Calm under Pressure

Job description

Fully Remote Call Centre Agent

Job Type : Full-time, Permanent

Location : Remote (UK-based only)

Salary : £20,483.84 per annum

Hours : 32 hours per weekJoin our client's team as a Fully Remote Call Centre Agent and play a crucial role in providing emergency support and reassurance over the phone. This position offers the opportunity to truly make a difference in the lives of vulnerable individuals and sheltered housing residents by being their first point of contact in times of need.

Day-to-Day of the Role :

Act as the first point of contact for emergency alarm calls, ensuring a swift and efficient response.

Support sheltered housing residents and those living independently, ensuring their safety and well-being.

Handle (Apply online only) calls daily, providing exceptional customer service with empathy, professionalism, and a smile, even over the phone.

Manage difficult conversations with empathy and control, turning challenging calls into positive experiences.

Maintain confidentiality and professionalism in every interaction.

Work closely with a supportive team, fostering a collaborative and positive working environment.

Required Skills & Qualifications

• MUST HAVE CALL CENTRE EXPERIENCE.
• Experience in handling a high volume of incoming calls.
• Experience in environments such as Local Authorities, Emergency Services, retail call centres, or British Telecom control centres is highly desirable.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Strong attention to detail and accurate data entry skills.
• Excellent communication skills, both spoken and written.
• Ability to remain calm, patient, and tactful under pressure.
• Organised, reliable, and detail-oriented.
• A proactive problem-solver who uses initiative.

Shift Information

Early and late shifts available as separate roles.

Shifts will be scheduled between 06 : 00-00 : 00, with specifics provided 6 weeks in advance.

Weekends are required fortnightly & some bank holidays (hours back in lieu).

Benefits

• 198 hours holiday (including bank holidays if scheduled to work).
• Discounts on shopping, holidays, insurance, and more.
• 24 / 7 employee assistance programme.
• Pension scheme (up to 4% company matched).
• Family and friends discounts on services.

Recruitment Process

• Initial video call screening with Reed RSR.
• Watch a short video of a real-life call scenario to ensure the role is right for you.
• Complete an interactive psychometric test.
• Final interview via MS Teams with the client.

Start Date and Training

Start Date : 12th January 2026

Training : Full-time, 5 weeks (candidates with pre-booked holidays in January and February unfortunately cannot be accepted).

To apply for this Fully Remote Call Centre Agent position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role