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- Tasks: Field calls and assist the public with their queries in a fast-paced environment.
- Company: Join Brook Street, partnering with the Ministry of Justice, for a rewarding experience.
- Benefits: Earn £13.25 per hour with hybrid working options after training.
- Why this job: Gain valuable public sector experience while helping others and developing your skills.
- Qualifications: Customer service skills, IT proficiency, and a proactive attitude are essential.
- Other info: Flexible training provided, with opportunities for career growth and support for veterans.
Location: St Katherine House, 21-27 St. Katherines Street, Northampton NN1 2LH
HYBRID after training is completed. 60% Office, 40% WFH
Hourly rate: £13.25 per hour
Working Days/Hours: 37hrs per week, Monday - Friday, 8am - 5pm
Contract: This is a temporary position until March 2026 but due to be extended pending performance and business needs.
Brook Street in partnership with the Ministry of Justice has a fantastic opportunity to join their team as a Helpdesk - Call Handler. This is a great opportunity to gain valuable exposure/experience working within the Public Sector.
Experience Needed/Desired for Call Handler:
- Dealing with customers
- Clear and understandable communication
- Time management
- IT skills
- Confident with technology
- Able to deal with difficult customers
- Proactive thinking
- Customer service
Duties/Responsibilities for Call Handler:
- Have a positive approach and a can-do attitude.
- Be open to change and not be afraid to take on challenges.
- Demonstrate flexibility and the ability to adapt across teams and processes.
- Work in a fast-paced, challenging environment with the customer at the heart of everything we do.
- Field calls from the public seeking assistance issuing or responding to their claim.
- Keep regular contact with court staff at processing sites throughout the country.
- Deliver customer query resolution across various customer contact channels.
- Consistently meet performance indicators for accuracy and timeliness across all channels.
Clearance Level: Basic DBS (to be applied for by Brook Street upon a successful application)
Training Provided: No annual leave during training period. Group training with a member of staff and e-learning, then they will reach out to the team for help/assistance.
Additional Clearance if Applicable: Please note that a period of 6 months or longer spent outside of the UK in the last 5 years will require an additional overseas police check, which will be the responsibility of the candidate to provide.
Brook Street are proud to support the Armed Forces Covenant and guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.
Call Handler employer: Brook Street
Contact Detail:
Brook Street Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Handler
✨Tip Number 1
Get to know the company! Research Brook Street and the Ministry of Justice. Understanding their values and mission will help you tailor your approach during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your call handling skills! Since this role is all about dealing with customers, try role-playing scenarios with friends or family. This will boost your confidence and prepare you for those tricky customer interactions.
✨Tip Number 3
Be ready to showcase your adaptability! The job description mentions flexibility and a can-do attitude, so think of examples from your past experiences where you've successfully adapted to change or tackled challenges head-on.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, if you meet the essential criteria, you might just get that guaranteed interview we offer for veterans and candidates with disabilities.
We think you need these skills to ace Call Handler
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Call Handler role. We want to see how you can bring your unique flair to our team!
Show Off Your Customer Service Skills: Since this role is all about helping customers, don’t forget to showcase your customer service experience. Share specific examples of how you've dealt with challenging situations in the past – we love a good story!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your points are easy to understand and relevant to the job.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Brook Street
✨Know Your Role
Before the interview, make sure you understand the key responsibilities of a Call Handler. Familiarise yourself with customer service principles and how to handle difficult situations. This will help you demonstrate your knowledge and show that you're ready to tackle the challenges of the role.
✨Show Off Your IT Skills
Since the job requires confidence with technology, be prepared to discuss your IT skills during the interview. Think of examples where you've successfully used technology to solve problems or improve customer service. This will highlight your proactive thinking and adaptability.
✨Practice Your Communication
As a Call Handler, clear communication is key. Practice answering common interview questions out loud, focusing on clarity and conciseness. You might even want to role-play with a friend to simulate the interview environment and get comfortable with articulating your thoughts.
✨Emphasise Flexibility and Adaptability
The role requires a positive approach and the ability to adapt to new situations. Be ready to share examples from your past experiences where you've had to be flexible or change your approach to meet customer needs. This will show that you can thrive in a fast-paced environment.