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Call Handler

Location: SALFORD QUAYS, LANCASHIRE Salary: 10.40 - 10.40 GBP Per Hour
Sector: Business Support Job Type: Temporary
Shift Type: N/A Applications: 67
Posted: 12 months ago Reference: 3058520
We are currently recruiting 3 contact Centre Advisors to work for a well-known charity based in Salford Quays, on a temporary basis for at least 12 weeks with the opportunity to apply for a permanent role.

Interviews will be taking place Thursday 3rd or Friday 4th August 

The client's aim is to work in partnership with adults across the UK, empowering them to take action on behalf of children. It encourages adults to look out for and protect the children around them, and to give a voice to those children who are unable to ask for help themselves, through the provision of adult-facing services and products. New, innovative and targeted services are being created in order to engage and communicate with sections of the adult population that we haven't previously been able to reach.

The department provides a single point of contact telephone and email advice information and support to members of the public and professionals wishing to access the service. The post holder may, on occasions, come across children or adults who are distressed. Some of the documentation the post holder handles may contain distressing material.

Contact Service
1. To assess the information and advice needs of a wide range of contacts and response to enquiries while ensuring complex enquires are forwarded as appropriate to other parts of the business.
2. To deal with incoming/outgoing mail/emails including opening and distributing mail/emails, responding in writing to basic enquiries (e.g.standard requests for information) using the information available from a range of resources
3. To ensure contacts about children’s welfare are recognised and redirected as a priority.
4. To provide contacts with accurate, consistent, information and advice carrying out appropriate research as required.
5. To respond politely, sensitively and efficiently to enquiries following the appropriate enquiries policies and guidelines.

Customer Service

1. The Contact Centre receives a large number of requests for services and products from external organisations and professionals, it is the Contact Centre’s role to be the first point of contact for these requests

Administrative Support

1. When not call handling to undertake administrative tasks as directed by the Contact Centre Manager.
2. Utilise the customer database to enter referral details and process information/update database as appropriate.
3. Provide administrative support by undertaking national checks including liaison with other agencies relating to information regarding these checks.
4. Liaise with statutory agencies regarding the exchange of information on child protection enquiries

The shifts are 35 hours per week between 7am and 11pm Monday- Sunday with days off in the week when working the weekend. The weekends are no more than one in four and the later shifts are also done in rotation with another team.

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