At a Glance
- Tasks: Be the friendly voice answering customer calls and providing top-notch support.
- Company: Join Henderson Group, Northern Ireland's leading foodservice provider with a family-oriented culture.
- Benefits: Enjoy competitive salary, healthcare, staff discounts, and a supportive work environment.
- Other info: Flexible hybrid working options and opportunities for personal growth.
- Why this job: Make a real difference in customer service while working in a dynamic team.
- Qualifications: Experience in customer service and proficiency in Microsoft Office required.
The predicted salary is between 30000 - 40000 £ per year.
At Henderson Group, we are proud to be Northern Ireland's leading foodservice provider. Our group encompasses Henderson Wholesale, 6,000 staff and have been placed 4th in Ulster Business Top 100 Companies 2023. We're a family-owned team that cares about our people and the community in which we live. Our leaders care about employees and our employees succeed together and celebrate the success of others. We are interested in your aspirations, interests and skills and we strive to support and inspire you to do well.
Henderson Technology are the proud creators of EDGEPoS, the multi award-winning global EPOS software system. We provide our retailers with the most innovative features and solutions for their EPOS software. Working as a Call Handler you will be our first point of contact for answering customer support calls and you will work closely with our Helpdesk team to give our customers the absolute best service when they need assistance. This position will be well suited to a candidate who thrives on delivering the best possible Customer Service to those working in a busy retail environment.
Working as Call Handler you will:
- Answer inbound customer calls in a confident and personable manner
- Understand and qualify the nature of calls by asking the right questions
- Allocate call tickets to the Helpdesk Support team using our call management system
- Follow call escalation processes
- Work in conjunction with the Helpdesk Support team to take calls through to successful resolution
- Complete all relevant administrative tasks
Joining us as Call Handler the minimum criteria you'll need is:
- Strong experience in a telephone-based customer service environment
- Proficiency in using Microsoft Office applications (Word, Outlook, Excel, PowerPoint)
The Attributes you'll need include:
- Capacity to use initiative and prioritise workload
- Exceptionally high customer service aptitude
- Ability to listen and communicate effectively
It is Desirable if you have:
- Experience of working within a retail environment
- Experience of convenience retailing business processes
- Previous experience of working with EPOS Systems
As part of this role, it will be important that you feel aligned with the values that we live and work by:
- Ambition: We always strive to be better. We seek new challenges and look for ways to do things better.
- Customer First: We provide exceptional service. We put customers at the heart of everything and support our communities.
- Teamwork: We succeed together. We help colleagues to succeed, and we share our knowledge and skills.
- Integrity: We are fair, honest and ethical. We treat everyone with dignity and respect. We are inclusive and champion diversity.
The impact you can make with Henderson Group goes far beyond your day to day. You will be part of a business supporting defibrillator installations and school sports days. In the last year Henderson group staff and retail stores raised over £1 million for charity partners. You will have the balance necessary to enjoy your job and your life. We will help you to feel proud of what you do and achieve. And we will be here to celebrate your success.
Our business has been recognised externally for delivering excellence in employment. We value employee development and heavily invest in our people. Benefits include market competitive salary, contributory pension scheme, healthcare, life assurance, employee assistance programme, social club, Reward Gateway Employee Recognition & Discount Scheme throughout UK/Ireland, staff discount (grocery/fuel) at SPAR/EUROSPAR Henderson Group company-owned stores and many more.
This is a full-time position working 36.5 hours per week. Working hours will be 8:45am-4:45pm Monday to Thursday and 8:45am-3:45pm Friday. Hybrid and flexible working arrangement available.
If you'd like to speak with us before making your application, our Talent Acquisition Specialist - Joanne McClelland would be happy to have a confidential chat with you about the role on offer. Completed applications must be submitted online by midnight on Tuesday 21st July 2026.
We are an equal opportunities employer.
Call Handler in Ballyclare employer: Henderson Group
Henderson Group is an exceptional employer, renowned for its commitment to employee well-being and community support. With a strong focus on personal development, we offer a hybrid working model, competitive salaries, and a range of benefits including healthcare and employee recognition schemes. Our inclusive work culture fosters teamwork and ambition, ensuring that every team member feels valued and empowered to succeed.
StudySmarter Expert Advice🤫
We think this is how you could land Call Handler in Ballyclare
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Henderson Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Henderson Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Handler in Ballyclare
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Henderson Group:Your cover letter is your chance to shine! Tell us why you want to work at Henderson Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Henderson Group!
How to prepare for a job interview at Henderson Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
