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- Tasks: Provide emotional support and guidance to callers in need, managing sensitive conversations with care.
- Company: Join Perkbox, a leading platform redefining employee benefits and wellbeing.
- Benefits: Flexible remote work, competitive salary, and access to mental health services.
- Why this job: Make a real difference by supporting others during challenging times from the comfort of your home.
- Qualifications: Experience in customer service, excellent communication skills, and a compassionate approach.
- Other info: Inclusive workplace with opportunities for personal growth and development.
The predicted salary is between 36000 - 60000 £ per year.
You're a calm, compassionate, and organised Triage Call Handler who thrives on being the first point of contact when someone needs a listening ear. You understand how important it is to handle sensitive conversations with care, maintain confidentiality, and provide helpful, clear information when it matters most. You’re comfortable managing multiple diaries, thinking on your feet, and working independently from home – whilst always being part of a wider supportive team.
As a Triage Call Handler, you’ll be part of our 24/7 confidential support service, taking inbound calls from employees across the UK who need immediate emotional support or wellbeing guidance. You’ll complete telephone assessments, provide information, and arrange appointments with our qualified counsellors, ensuring every caller receives the right support at the right time.
Day-to-day you can expect to:
- Answer inbound calls in line with agreed service levels and KPIs
- Provide confidential information, advice, and emotional support to callers
- Carry out telephone assessments to understand each caller’s needs
- Manage high-risk calls with care, professionalism, and in line with procedure
- Accurately input and update client information and case notes
- Liaise with our network of counsellors and manage their diaries
- Coordinate appointments and follow-up actions
- Work independently from home whilst staying connected to the wider team
- Support with additional admin tasks when required
To be successful, you’ll have:
- Previous experience in customer service or telephone-based support
- A clear understanding of confidentiality, GDPR, and handling sensitive information
- Excellent communication and listening skills
- Strong IT skills and confidence using systems and databases
- Experience working to KPIs or call targets
- The ability to manage your time well and prioritise under pressure
- Compassion, resilience, and professionalism – especially when dealing with challenging calls
- GCSEs (or equivalent) in English and Maths
Bonus points if you bring:
- Experience in a triage, call handling, or mental health support environment
- ECDL qualification or similar IT competency
Please note, all applicants must be legally entitled to accept and perform work in the UK and all positions are subject to an enhanced DBS check.
We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations. We're happy to offer reasonable adjustments during our hiring process. Just let us know, and we'll make it work for you. Your comfort and success matter to us!
Triage Call Handler Clinical · UK Remote · in London employer: Perkbox
Contact Detail:
Perkbox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Triage Call Handler Clinical · UK Remote · in London
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Perkbox and Vivup. Understand their mission and values, especially how they support employee wellbeing. This will help you connect your experience with what they’re all about.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Focus on how you’d handle sensitive calls and provide emotional support. The more comfortable you are, the better you’ll perform!
✨Tip Number 3
Show your compassion! During the interview, share specific examples of how you’ve handled challenging situations in the past. Highlight your listening skills and ability to manage high-pressure calls – it’s all about demonstrating that calm, caring approach.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds. Plus, it’s a great way to reiterate your enthusiasm for the role!
We think you need these skills to ace Triage Call Handler Clinical · UK Remote · in London
Some tips for your application 🫡
Show Your Compassion: As a Triage Call Handler, empathy is key! Make sure your application reflects your ability to handle sensitive conversations with care. Share examples of how you've supported others in challenging situations.
Highlight Your Organisational Skills: We need someone who can juggle multiple tasks seamlessly. In your application, mention any experience you have managing diaries or coordinating appointments. This will show us you're ready for the fast-paced environment!
Be Clear and Concise: When writing your application, clarity is crucial. Use straightforward language and structure your thoughts well. This not only helps us understand your qualifications but also mirrors the clear communication we value in this role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role right there!
How to prepare for a job interview at Perkbox
✨Know Your Stuff
Before the interview, make sure you understand the role of a Triage Call Handler inside out. Familiarise yourself with the key responsibilities, especially around handling sensitive conversations and maintaining confidentiality. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Active Listening
Since this role involves providing emotional support, practice your active listening skills before the interview. You can do this by engaging in mock conversations with friends or family. This will not only help you respond thoughtfully during the interview but also demonstrate your ability to listen and empathise, which is crucial for the job.
✨Showcase Your Compassion
During the interview, share examples from your past experiences where you've shown compassion and professionalism, especially in challenging situations. This could be from previous customer service roles or any relevant experience. Highlighting these moments will illustrate that you have the right mindset for handling sensitive calls.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, support systems in place, or how they handle high-risk calls. This shows that you're engaged and serious about the role, plus it gives you valuable insights into the company culture.
