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- Tasks: Be the friendly voice helping customers with their tech queries and support.
- Company: Join Henderson Group, Northern Ireland’s top foodservice provider with a family-oriented culture.
- Benefits: Enjoy competitive salary, healthcare, pension, and discounts at SPAR stores.
- Other info: Flexible hybrid working options and strong focus on employee development.
- Why this job: Make a real difference in customer service while working with innovative technology.
- 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.
A look into the role:
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
Skills for Success:
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
Are we right for you?
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 Reward:
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 would be happy to have a confidential chat with you about the role on offer.
Call Handler - Technology employer: Henderson Group
Contact Detail:
Henderson Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Handler - Technology
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Henderson Group. Understand their values and what they stand for. This will help you connect with them during the conversation and show that you're genuinely interested.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your customer service skills and experience in a telephone-based environment. Confidence is key!
✨Tip Number 3
Be ready to share examples! Think of specific situations where you've excelled in customer service or resolved issues effectively. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Call Handler - Technology
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for the role and how your experiences align with what we’re looking for.
Tailor Your Application: Make sure to customise your application to fit the Call Handler role. Highlight your customer service experience and any relevant skills that match the job description. This shows us that you’ve done your homework and are genuinely interested in joining our team.
Keep It Clear and Concise: We appreciate a well-structured application. Use clear language and keep your points concise. This makes it easier for us to see your qualifications and understand why you’d be a great fit for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it’s super easy to do!
How to prepare for a job interview at Henderson Group
✨Know the Company Inside Out
Before your interview, take some time to research Henderson Group and their values. Understand their commitment to customer service and community support. This will help you align your answers with what they care about and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
As a Call Handler, your ability to provide exceptional customer service is key. Prepare examples from your past experiences where you successfully resolved customer issues or went above and beyond to help someone. This will demonstrate your aptitude for the role and your commitment to putting customers first.
✨Practice Active Listening
During the interview, practice active listening. Make sure to listen carefully to the questions asked and respond thoughtfully. This not only shows your communication skills but also reflects your ability to understand and qualify customer calls effectively, which is crucial for the role.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you would handle specific situations as a Call Handler. Think about common challenges in customer service and prepare your responses. This will help you demonstrate your problem-solving skills and your capacity to use initiative in a busy environment.