Call Centre Agent

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

Job summary

A recruitment agency is looking for a Fully Remote Call Centre Agent to provide emergency support and reassurance over the phone. This role involves acting as the first point of contact for alarm calls, ensuring swift responses, and supporting vulnerable individuals such as sheltered housing residents. Candidates must have call centre experience and strong communication skills. This position offers £20,483.84 per annum, and requires shifts scheduled between 06:00 and 00:00, including some weekends.

Benefits

198 hours holiday

Discounts on shopping, holidays, insurance, and more

24/7 employee assistance programme

Pension scheme (up to 4% company matched)

Family and friends discounts

Qualifications

• MUST HAVE CALL CENTRE EXPERIENCE.
• Experience in handling a high volume of incoming calls.
• Experience in environments such as Local Authorities or Emergency Services is desirable.

Responsibilities

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

Skills

Call centre experience

High volume incoming calls handling

Proficiency in Microsoft Office

Excellent communication skills

Calmness under pressure

Detail-oriented

Organised and reliable

Proactive problem-solver

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 week

Join 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.