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- Tasks: Be the friendly voice answering customer calls and resolving their queries.
- Company: Join Henderson Group, Northern Ireland's top foodservice provider with a family-oriented culture.
- Benefits: Enjoy a competitive salary, healthcare, staff discounts, and a supportive work environment.
- Other info: Flexible hybrid working options and opportunities for personal growth await you.
- Why this job: Make a real difference by providing exceptional customer service in a dynamic team.
- Qualifications: Experience in customer service and proficiency in Microsoft Office are essential.
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 Wednesday 20th May 2026. We are an equal opportunities employer.
Call Handler in Newtownabbey employer: Henderson Group
Contact Detail:
Henderson Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Handler in Newtownabbey
✨Tip Number 1
Get to know the company before your interview! Research Henderson Group, their values, and what they stand for. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your phone skills! Since the Call Handler role is all about customer service over the phone, try role-playing with a friend or family member. This will help you feel more confident and ready to handle those calls like a pro.
✨Tip Number 3
Be prepared to showcase your problem-solving skills. Think of examples from your past experiences where you successfully resolved customer issues. This will demonstrate your ability to provide exceptional service, which is key for this role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and serious about joining the Henderson Group family.
We think you need these skills to ace Call Handler in Newtownabbey
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show your enthusiasm for the role and how your experiences align with our values.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Mention your customer service background and any experience with EPOS systems, as these are key for us in this role.
Showcase Your Skills: Don’t just list your skills; give examples of how you've used them in past roles. Whether it’s handling customer queries or working in a team, we want to see how you’ve made an impact!
Apply Through Our Website: We encourage you 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 role. Plus, it’s super easy!
How to prepare for a job interview at Henderson Group
✨Know the Company
Before your interview, take some time to research Henderson Group. Understand their values, mission, and recent achievements. This will not only help you answer questions more effectively but also 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.
✨Practice Active Listening
During the interview, practice active listening. This means fully concentrating on what the interviewer is saying, asking clarifying questions, and responding thoughtfully. It’s a crucial skill for a Call Handler, and showcasing it in your interview will set you apart.
✨Prepare for Common Questions
Anticipate common interview questions related to customer service and teamwork. Think about how you can relate your answers back to the values of ambition, integrity, and teamwork that Henderson Group champions. This will help you align your responses with what they’re looking for.