Call Handler

United Infrastructure Ltd; Thame; On-site; GBP 21,000 - 27,000; Full time

Job summary

United Infrastructure is seeking an organized Call Handler to join the Responsive Services team in Thame, UK. You will manage inbound queries, coordinate repair appointments, and act as the main communication bridge between clients, tenants, and field operatives.

Ideal candidates are clear communicators with strong scheduling skills, attention to detail, and a proactive mindset to chase updates and keep records accurate in the management system.

Qualifications

• Excellent verbal communication skills with a confident, reassuring telephone manner.
• Strong planning skills with experience or aptitude for booking appointments.
• A proactive mindset to chase outstanding repairs, overcome scheduling conflicts, and advocate for clients/tenants.
• Meticulous approach to logging details accurately into databases or work management software.
• Reliable, adaptable, and eager to collaborate closely with colleagues, operatives, and external partners.

Responsibilities

• Inbound Call Handling: Serve as the primary point of contact for clients and tenants, handling all incoming calls with professionalism, clarity, and reassurance.
• Providing Job Updates: Deliver clear, up-to-date information to tenants and clients regarding ongoing work, expected timelines, and next steps.
• Operative Booking & Scheduling: Efficiently coordinate schedules to book in field operatives for repair appointments.
• Chasing Repairs: Actively follow up on pending, ongoing, or delayed repairs on behalf of clients and tenants to ensure timely resolution.
• Accurate Data Entry: Maintain precise, clear, and audit-ready records of all calls, bookings, and updates within the management system.

Skills

Communication Skills

Scheduling & Organisation

Problem-Solving & Proactivity

Attention to Detail

Team Orientation

Job description

We are looking for an organized, clear, and empathetic communicator to join our Responsive Services team as a Call Handler. In this key front-line role, you will be responsible for handling inbound queries, managing repair schedules, and serving as the essential communication bridge between clients, tenants, and operational field teams.

If you thrive in a fast-paced setting, excel at scheduling and follow-ups, and take pride in delivering efficient customer service, we’d love to hear from you.

Key Responsibilities

• Inbound Call Handling: Serve as the primary point of contact for clients and tenants, handling all incoming calls with professionalism, clarity, and reassurance.
• Providing Job Updates: Deliver clear, up-to-date information to tenants and clients regarding ongoing work, expected timelines, and next steps.
• Operative Booking & Scheduling: Efficiently coordinate schedules to book in field operatives for repair appointments.
• Chasing Repairs: Actively follow up on pending, ongoing, or delayed repairs on behalf of clients and tenants to ensure timely resolution.
• Accurate Data Entry: Maintain precise, clear, and audit-ready records of all calls, bookings, and updates within the management system.

What We’re Looking For

• Communication Skills: Excellent verbal communication skills with a confident, reassuring telephone manner.
• Scheduling & Organization: Strong planning skills with experience or aptitude for booking appointments.
• Problem-Solving & Proactivity: A proactive mindset to chase outstanding repairs, overcome scheduling conflicts, and advocate for clients/tenants.
• Attention to Detail: Meticulous approach to logging details accurately into databases or work management software.
• Team Orientation: Reliable, adaptable, and eager to collaborate closely with colleagues, operatives, and external partners.

Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.