Switchboard Call Handler (DV Cleared)

Salt; Greater London; On-site; GBP 17,000 - 28,000; Full time

Job summary

Salt is recruiting for a Switchboard Call Handler in Westminster, London. Fully office-based, 5 days per week, immediate start. Current DV clearance required.

The role involves handling incoming calls, routing to the right teams, and maintaining confidentiality in a government-facing environment. Shift lengths are 8.15 hours with start times at 07:45 or 10:45, and initial duration of the contract to be confirmed.

Qualifications

• Experience in switchboard, call handling or contact centre role.
• Excellent verbal communication and professional telephone manner.
• Strong listening and routing skills with attention to detail.

Responsibilities

• Answer incoming calls promptly and professionally; establish enquiry nature.
• Route calls to the correct person or team with accurate handovers.
• Take messages and pass information promptly to colleagues.
• Handle enquiries with discretion and follow security procedures.
• Maintain call records and escalate where needed.
• Collaborate with colleagues to ensure smooth shift handovers and coverage.

Skills

Switchboard experience

Call handling

Customer service

Discretion/confidentiality

DV clearance

Job description

Switchboard Call Handler (DV Cleared)

Location: Westminster, London

Working Pattern: Fully office-based, 5 days per week

Hourly Rate: Competitive

Contract: Initial duration to be confirmed

Start Date: Immediate

Security Clearance: Current DV clearance required

The opportunity

Salt is recruiting for a Switchboard Call Handler to join a high-profile government environment in Westminster.

This is an excellent opportunity to bring your communication and customer service skills to an important frontline role, helping callers reach the right people and services. You will need a professional telephone manner, strong attention to detail and the ability to handle sensitive information discreetly.

The role would suit someone with experience in a switchboard, contact centre or telephone-based customer service environment who is available to start at short notice.

This job description provides a general overview of the role. More detailed information about the specific duties and working environment will be shared with suitable applicants as they progress through the recruitment process.

Shift Length: 8.15 hours per day

Shift Start Times: Either 07:45 or 10:45

Key responsibilities

• Answer incoming calls promptly and professionally, establishing the nature of each enquiry
• Transfer calls to the appropriate person or team, ensuring accurate and efficient routing
• Take clear messages and pass information to the relevant colleagues promptly
• Handle enquiries with discretion, maintaining confidentiality and following security procedures
• Remain calm and courteous when dealing with urgent, sensitive or challenging calls
• Maintain accurate call records and contact information where required
• Escalate enquiries that require additional support or fall outside your remit
• Work collaboratively with colleagues to maintain consistent cover and smooth shift handovers
• Follow agreed call handling procedures and service standards

Essential skills and experience

• Previous experience in a switchboard, call handling, contact centre or similar telephone-based customer service role
• Excellent verbal communication skills and a clear, professional telephone manner
• Strong listening skills and the ability to understand and route enquiries accurately
• Good organisational skills, with the ability to manage competing demands during busy periods
• Confidence using computer systems to locate information, record messages and maintain accurate records
• A discreet and professional approach to confidential or sensitive information
• Reliability, punctuality and the ability to work effectively as part of a team
• Current DV clearance

Desirable experience

• Public sector experience is highly desirable, particularly within central or local government
• Experience working in a security-conscious environment
• Familiarity with switchboard or call management systems

Working arrangements

• Fully office-based in Westminster, London, working 5 days per week
• Shifts of 8.15 hours per day, starting at either 07:45 or 10:45
• Following an initial onboarding period of a few weeks, weekend cover will form part of your five working days per week
• Availability to start immediately or at short notice is preferred

Role flexibility

This job description summarises the principal duties and responsibilities of the role. It is not exhaustive and may be updated from time to time to reflect business requirements, organisational changes and the development of the role.

Eligibility

Applicants must be resident in the UK and already have the right to work in the UK.

Visa sponsorship is not available for this role.

Rates depend on experience and client requirements