Back to Search Results

National Helpline agents

  • Location:

    Manchester, Greater Manchester

  • Sector:

    Contact Centre

  • Job type:


  • Salary:

    Up to £9.82 per hour

  • Contact:

    Manchester CL

  • Contact email:

  • Job ref:


  • Published:

    3 months ago

  • Expiry date:


  • Startdate:

    30/07/20 11:09:00

Job Description

My client is currently looking for several customer service focused advisors to join their team

This is a full time ongoing temporary role at a rate of £9.82 per hour, for 3 months with the possibility of extension for the right candidate

Working as a helpline enquiry agent you will be jointly responsible for the handling of incoming contact to their national helpline, which handles around 70,000 inbound phone calls each year about all aspects of the Departments policy. You will be responsible for supporting customers in their enquiries and, where appropriate, adopting a first time resolution approach to handle the customerss contact effectively. The candidate will strive to provide an excellent service to the public and education professionals.

The ideal candidate will display strong problem solving skills and have some telephony/customer service experience. You will work at pace to deliver against agreed objectives on a monthly basis.

Job Description

As a member of a multi-function team, you will handle our telephony enquiry line, SMS and E-mail contact to support telephony customers.

Core to all roles will be critical analytical skills, so not just accepting things at face value, but seeking to question the norm and in doing so, being uncompromising, passionate and relentless in the desire for individual and corporate excellence.

The role holder will need to be adaptable and resilient, ready to undertake a diverse range of tasks including all of the following:

â?¢ Answer calls to the national line on a full time basis, promoting a first time resolution of calls where appropriate, or signposting to relevant colleagues/correspondence teams if required

â?¢ Using the telephony briefing system as a first point of call to quickly analyse the customer need and ensuring the relevant answer is provided

â?¢ Maintaining close and effective working relationships with internal and external colleagues

â?¢ Ensuring up-to-date and accurate briefing is used for all replies

â?¢ Searching the departments CRM to provide feedback to callers on when correspondence has been received

â?¢ Maintaining close and effective working relationships with internal and external colleagues

â?¢ Ensuring the sharing of up to date policy information with team, through email, conversations and in team meetings

The role requires you to analyse the calls, making quick and accurate decisions as to the information you provide or which team will be best placed to respond. You will have targets to work to and will feel comfortable working under pressure.

If you believe that you have the relevant skills for this role, then please apply online. Should you not be successful in your application at this instance we may potentially contact you for other suitable roles.


Looking for a job? Register your CV now


Looking to recruit? Find the perfect hire

Upload Job

Want a career at Brook Street? Join our team

Join Now