Customer service call handler

Construction, Property and Engineering; Hereford; On-site; GBP 10,000 - 40,000; Full time

Job summary

A key services provider in Hereford is seeking a Customer Service Call Handler to manage incoming calls and service queries with empathy and professionalism. This full-time role involves answering high-volume calls, resolving complaints, and coordinating with operational teams. The ideal candidate has a strong background in customer service, exceptional communication skills, and is proficient in CRM systems. This contract position offers stable hours from 8:00 AM to 4:00 PM, Monday to Friday, with an ASAP start.

Qualifications

• Proven background in high-volume call handling or customer service.
• Exceptional communication abilities to handle customer interactions.
• Experience using CRM systems and databases.

Responsibilities

• Manage high-volume incoming calls and service queries.
• Investigate and resolve customer complaints related to utilities.
• Log customer contacts and service requests accurately in CRM.
• Coordinate with operations for urgent requests.
• Update customer accounts and databases with fault reports.

Skills

Customer service experience

Verbal communication skills

CRM system competence

Microsoft Office proficiency

Job description

Customer Service Call Handler - Essential Utilities (ASAP Start)

Are you a friendly, clear communicator ready to join a stable, essential services team? We are seeking a dedicated Customer Service Call Handler to manage vital incoming calls and service queries for our client.

This is a contract position based 5 days a week (Monday to Friday) in the office, offering stability and a consistent schedule.

• Rate: £12 per hour
• Duration: Immediate Start (ASAP) until May 31, 2026
• Location: Hereford
• Work Pattern: Full-Time (40 hours), 8:00 AM - 4:00 PM (100% In Office)

Your Mission: The Voice of the Operation

You will be the first point of contact, ensuring all customer and client queries are resolved efficiently and professionally. Your duties will include:

• Service Coordination: Answering high-volume inbound calls regarding service issues, scheduled maintenance, and general enquiries.
• Query Resolution: Investigating and resolving customer complaints or operational queries related to utility services (e.g., street lighting faults, maintenance schedules).
• System Logging: Accurately logging all customer contact, service requests, and operational details into the dedicated Customer Relationship Management (CRM) system.
• Dispatch Support: Liaising with the Operations and Field Teams to ensure urgent service requests are dispatched to engineers promptly and tracked through completion.
• Data Integrity: Updating customer accounts, asset records, and databases with accurate information regarding fault reports and resolution status.
• Client Liaison: Providing scheduled updates and status reports to clients regarding service level agreements (SLAs) and ongoing complaint handling.

Candidate Requirements

• Experience: Proven background in a high-volume call handling, customer service, or administrative environment.
• Communication: Exceptional verbal communication skills, a professional telephone manner, and the ability to handle calls with empathy and clarity.
• Technical Skills: Competence in using CRM systems, databases, and Microsoft Office applications.
• Commitment: Must be available for an ASAP start and adhere to the strict 8:00 AM - 4:00 PM, 5-day in-office schedule in Hereford.

If you are detail-oriented, customer-focused, and ready for a stable contract role, apply today!

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.