Night Senior Call Handler

Sanctuary Group; Chester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A not-for-profit organization in Chester is seeking a Night Senior Call Handler to manage shift performance and support customer service functions. Candidates should have experience in a customer service environment and supervisory skills. The role offers 28 hours per week with a salary starting at £17.04 per hour, along with comprehensive benefits including paid holidays and a pension scheme.

Benefits

23 days paid holiday

Pension scheme

Online discounts and rewards

Health and well-being plans

Life assurance

Flexible working opportunities

Cycle to Work scheme

Learning and development opportunities

Qualifications

• Experience of working in a customer centre or customer service environment.
• Some experience of supervising staff.
• Proven administration experience related to complaints.

Responsibilities

• Manage and measure performance of the shift.
• Respond to repair requests in line with service agreements.
• Support team development through knowledge sharing.
• Address complaints and service delivery breakdowns positively.

Skills

Customer service experience

Supervising staff

Working under pressure

Administration related to customer service

Interpersonal skills

Knowledge of information systems

Job description

Overview

Night Senior Call Handler at Parade Enterprise Centre in Chester. Parish address: Parade Enterprise Centre, 14 The Parade, Blacon, CH1 5HN. Salary: £17.04 per hour (rising to £17.85 per hour after 12 months, subject to satisfactory performance). Hours: 28 per week.

Sanctuary Supported Living is delighted to be recruiting for a Night Senior Call Handler. Sanctuary Supported Living specialises in delivering a wide range of personalised housing, care, and support services to help people across England to live as independently as possible. We’re a national organisation, not-for-profit and we think locally by putting our customers at the heart of what we do.

Whether you’re delivering support directly or working in our offices to support frontline teams, your work makes a difference every day. We offer comprehensive training and benefits to help you reach your aspirations and career goals.

Role responsibilities

• Providing management and measurement of performance of the shift
• Assisting in responding to requests for repair or replacement of equipment in customers’ homes in line with service agreements and procedures
• Supporting the development of team members through knowledge sharing to improve personal and team performance
• Responding positively to complaints and breakdowns in service delivery to meet customer expectations

Skills and experience

• Experience of working in a customer centre or customer service environment and call handling
• Some experience of supervising staff
• Ability to work under pressure
• Proven experience of administration relating to customer service and complaints
• Excellent interpersonal and customer care skills
• Basic knowledge of information systems and databases

Benefits

• At least 23 days paid holiday, rising to 28 days after 5 years’ service (plus public holidays) pro rata
• A pension scheme with employer contributions
• A variety of online discounts and rewards from major retailers
• Health and well-being plans
• Life assurance
• Family friendly arrangements, including opportunities for flexible working
• Tax efficient savings through our Cycle to Work scheme
• A wide range of learning and development opportunities

Job Reference: 226179

We are only currently accepting applications from those with the right to work in the UK.

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We might get a lot of applications so reserve the right to withdraw this advertisement at any time. Don’t miss out, please apply early.

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers. We work closely with the Home Office in order to prevent illegal working. A basic Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for. Sanctuary Supported Living is a trading name of Sanctuary Housing Association and Sanctuary Home Care Limited, both exempt charities.

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