Call Handler

Reference Code:

CSCNBC

Location:

Wigan

Main purpose of the job:

Responsible for answering incoming calls. The role will encompass identifying client’s individual needs, identifying the correct area of law and logging all new enquiries onto the system and then directing calls to the appropriate departments or individuals.

Responsible to:

Department Manager

Main key result areas

  • Effectively handle a high volume of inbound enquiries, quickly identifying the caller’s requirements.
  • Provide a high level of quality customer service.
  • Maintain and create all records on the system in relation to all enquiries handled
  • To build relationships with clients both internally and externally.
  • Works collaboratively with internal departments ensuring all enquiries are dealt with in an efficient, timely and comprehensive manner.
  • Proactively promote Stephensons brand to prospective clients.
  • Prioritise and manage own workload effectively. 

Direct reports:

None

Person specification

Qualifications

 

5 GCSE’s at grade C or above or equivalent, relevant experience can be considered as an alternative 

Essential

Experience

 

Experience of dealing with high volume telephone calls

Essential

Experience of working within the legal sector

Desirable

Knowledge and skills

 

Excellent telephone manner and customer care skills

Essential

Excellent call control

Essential

Very articulate on the telephones

Essential

Excellent organisation and time management skills

Essential

Good keyboard and  I.T. skills

Essential

Excellent interpersonal skills to build and maintain positive relationships

Essential

Stephensons client complaints rules and client care procedures

Desirable

Experience of using a case management system

Desirable

Personality / Other Qualities

 

Ability to work as part of a team  but be able to work under own initiative when required

Essential

Ability to work productively amidst frequent interruptions and remain calm under pressure

Essential

Professional, confident and approachable manner showing tact and diplomacy at all times

Essential

Discretion and the ability to work in a highly confidential environment

Essential

Demonstrates an adaptable and flexible attitude

Essential

Highly motivated and customer care focused

Essential

Excellent key listening skills.

Essential

Please do not send enquiries to the department manager of the specific team.