Inbound Call Handler

MTrec Limited; Wallsend; Hybrid; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Hybrid working after probation

Newcastle office location

Onsite car parking

25 days holidays + BHs

Cycle to work scheme

Pension scheme

Employee Assistance Programme (EAP)

Metro pass loan

Job summary

MTrec Commercial is proudly representing our Newcastle-based client with their state-of-the-art customer service operation.

They are recruiting a permanent Customer Service Advisor to join a highly trained team in an unbelievable office environment. You will handle inbound calls, respond to emails, and provide excellent customer experiences with IT literacy and professional communication.

Qualifications

• Experience within a customer service background, ideally in an office setting.
• Demonstrate longevity and tenure in previous roles.
• Confident telephone manner with clear, concise communication.
• Strong spoken and written communication skills.
• IT literate and able to respond to customer emails when required.
• Positive, friendly, customer‑oriented attitude.
• High attention to detail.
• Strong time management and organisational skills.
• Pro‑active, self‑starter attitude and willingness to commit long term.

Responsibilities

• Manage inbound telephone calls from clients and prospective clients.
• Offer quotations to customers using relevant procedures and systems and relay them clearly.
• Respond to customer emails.
• Assist with technical queries.
• Maintain knowledge of products and services to ensure compliant handling of sales and files.
• Set up new claims accurately and quickly.
• Record information to support swift closures and cost control.
• Proactively manage third party captures and communicate with brokers when needed.

Skills

Customer service

Telephone etiquette

Communication skills

IT literate

Longevity

Attention to detail

Time management

Self-starter

Long-term career

Job description

Rewards and Benefits on offer:

• You will only be working Monday to Friday, and from the hours of 09:00 – 19:00.Though only 8-hour shifts.

• You will also be required to work every other Saturday, from 09:00 – 13:00.

• A permanent contract from day one.

• Working with a friendly customer base.

• Superb team culture – everyone is very friendly, warm, and welcoming.

• An excellent training programme for the first 4 weeks.

• Option for hybrid working, following successful completion of probation/training period.

• Newcastle based offices.

• Car Parking facilities onsite.

• 25 days holidays + bank holidays increasing to 28 after 5 years

• Cycle to work scheme

• Free Flu Jabs around flu season for those that wish to have them

• Metro pass season ticket loan

• EAP – Employee Assistance Programme

• Company Pension Scheme

• A very secure, very well-established employer, with long term career progression.

Your New Career Opportunity:

MTrec Commercial is proudly representing our incredibly prestigious award-winning Newcastle based client with their plans for growth and expansion, for their state-of-the-art Customer Service operation.

They are now looking to recruit a permanent Customer Service Advisor as soon as possible to join their highly trained team and to work in an unbelievable office environment.

If you have a background in customer services and you can provide a great customer experience, please apply for an immediate response. You must be IT literate, experienced in dealing with customers in a professional manner and be able to also respond to customer service calls and emails.

You will be joining a truly expanding and dynamic company, a superb team-based culture, and huge opportunities to progress and advance your career. The company are looking for committed and hard-working customer service orientated individuals who are looking for a long-term permanent job opportunity.

The job you will be doing:

• Managing inbound telephone calls from clients and prospective clients.

• Offering appropriate quotations to customers using relevant procedures and systems. Relaying this information to the client in a durable and understandable medium.

• Responding to customer emails.

• Assisting with technical queries.

• Competent/compliant knowledge of all products and services offered to both commercial and retail customers ensuring all sales/files are processed in a compliant manner.

• First line response to incoming calls

• Accurately and speedily set up new claims

• Accurate recording allowing speedy closure and optimum settlement in accordance with targets and statutory limits.

• Professional handling of calls to ascertain liability and move forward in a positive manner.

• Record all relevant information to reduce potential costs and identify indemnity concerns.

• Makes outbound calls when appropriate

• Applies relevant notes to claims so that the next handler is fully aware of salient points of claim.

• Accurately setting up of new claims with all preliminary tasks completed.

• Proactively manages third party captures.

• Communicates with brokers where necessary.

About you:

• Experience within a customer service type background – ideally, we are looking for someone who has worked in an office-based setting and received inbound calls. This could be from any office type environment; the business sector is completely open.

• An essential requirement is being able to demonstrate good longevity and tenure in your job roles.

• Confident telephone manner and to be able to present to your customers in a clear and concise manner.

• Strong spoken and written communication skills.

• You must be IT iterate and be able to provide a customer service response via emails where required.

• Key qualities to possess for the role are a positive, friendly and customer orientated attitude

• High attention to detail

• Strong time management and organisational skills

• A pro-active attitude with a self-starter attitude

• You will be looking for a long-term career move