Customer Service Advisor in Walton-on-Thames

Job Description

Job Specification – Call Handler

Job Title

Call Handler based in Weybridge, Surrey

Role Purpose

Our client delivers high-quality, affordable optical and hearing care including home visits.

As a Call Handler, you play a vital role in delivering exceptional customer service by managing enquiries, coordinating appointments, maintaining accurate records, and supporting operational teams. This is a key position within a busy, customer-focused environment, requiring excellent communication, organisational, and problem-solving skills. The successful candidate will provide a professional, empathetic service while ensuring a seamless customer journey.

Key Responsibilities

• Act as a professional ambassador for the business, delivering outstanding customer service.
• Handle a high volume of inbound and outbound telephone calls.
• Respond to customer email enquiries within agreed service level agreements (SLAs).
• Schedule and coordinate customer appointments.
• Create, update, and maintain accurate customer records.
• Resolve customer queries and complaints, escalating where appropriate.
• Develop a thorough understanding of the organisation's products and services.
• Meet or exceed individual and team Key Performance Indicators (KPIs).
• Work collaboratively with colleagues and operational teams to achieve shared objectives.
• Complete administrative processes accurately, including relevant notifications and documentation.
• Ensure compliance with company policies, confidentiality requirements, and data protection legislation.

Person Specification

Essential Skills and Experience

• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• Confident using a range of IT systems, including Microsoft Office 365.
• Excellent attention to detail and accuracy.
• Ability to work effectively in a fast-paced environment.
• A compassionate and empathetic approach when supporting customers, their families, and carers.
• Ability to work independently and as part of a team.

Desirable Skills and Experience

• Previous experience in a call centre or customer service environment.
• Experience using Customer Relationship Management (CRM) systems.
• Experience coordinating appointments or managing diaries.
• Previous experience within a healthcare, domiciliary, or customer-focused environment.
• Experience supporting local marketing or social media activities.

Personal Attributes

• Friendly, approachable, and professional.
• Excellent listening and interpersonal skills.
• Calm under pressure with strong problem‑solving abilities.
• Reliable, adaptable, and flexible.
• Positive attitude with a commitment to delivering exceptional customer service.
• Motivated to achieve targets while maintaining high standards of quality.

Working Relationships

The Call Handler will work closely with:

• Operational and field-based teams
• Management
• Administrative colleagues
• Customers, their families, and carers

What We Offer

• A supportive and collaborative working environment.
• Ongoing training and development opportunities.
• The opportunity to make a positive difference to customers through excellent service.
• A varied and rewarding role within a growing customer-focused organisation.