Call Handler

Brook Street; Northampton; Hybrid; GBP 17,000 - 21,000; Full time

Job summary

Brook Street is seeking two Call Handlers to join the Contact Team in Northampton. This hybrid role handles inbound calls from the public seeking support with Civil Money Claims, delivering clear, empathetic assistance under pressure.

You'll work 37 hours per week, typically 9am–5pm, with the possibility of extension after the assignment ends. Basic DBS clearance is required, and organisation-wide standards apply.

Qualifications

• A bright, friendly, courteous manner—particularly when customers are under pressure.
• Strong written communication skills (as well as clear verbal communication)
• Ability to multi-task while staying accurate and consistent
• An empathetic mindset, staying calm, professional and understanding at all times
• Confidence working in a busy, targets-driven contact role
• GCSE Maths and English (or equivalent)

Responsibilities

• Answer inbound calls from the public and provide accurate, efficient assistance with Civil Money Claims
• Respond to customer queries clearly, maintaining a professional and respectful approach—especially in stressful situations
• Communicate and coordinate with court staff across processing sites throughout the country
• Move quickly between calls in a fast-paced environment, prioritising accuracy and quality
• Meet service expectations in a targets-driven environment (targets to be introduced after training)

Skills

Call handling

Customer service

Clear written communication

Multi-task

Empathy

Education

GCSE Maths & English (or equivalent)

Job description

Call Handler - Contact Team

Location: Hybrid (60% office / 40% home), Northampton

Are you confident, empathetic, and at your best when helping people under pressure? We're looking for 2 Call Handlers to join the Contact Team handling inbound calls from members of the public seeking support with Civil Money Claims. If you enjoy fast-paced work and delivering excellent customer service, this could be your next step.

What you'll be doing:

• Answer inbound calls from the public and provide accurate, efficient assistance with Civil Money Claims
• Respond to customer queries clearly, maintaining a professional and respectful approach-especially in stressful situations
• Communicate and coordinate with court staff across processing sites throughout the country
• Move quickly between calls in a fast-paced environment, prioritising accuracy and quality
• Meet service expectations in a targets-driven environment (targets to be introduced after training)

What you'll bring:

• A bright, friendly, courteous manner-particularly when customers are under pressure
• Strong written communication skills (as well as clear verbal communication)
• Ability to multi-task while staying accurate and consistent
• An empathetic mindset, staying calm, professional and understanding at all times
• Confidence working in a busy, targets-driven contact role
• GCSE Maths and English (or equivalent)

Additional information:

• Working hours: 37 hours (typically 9am-5pm)
• Start date: 4th Jan 2027
• Assignment length: until 31/07/2027, with possibility of extension
• Travel: none required; parking not available
• Clearance: Basic DBS

If you have the confidence to deliver excellent call handling and the empathy to support customers when it matters most, we'd love to hear from you.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.