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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, supportive team environment, and access to mental health resources.
- Why this job: Make a real difference by helping others while working 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 and professional growth.
The predicted salary is between 30000 - 42000 £ per year.
You are 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 are 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 will 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 will 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 will 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 are 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 are happy to offer reasonable adjustments during our hiring process. Just let us know, and we will make it work for you. Your comfort and success matter to us!
Triage Call Handler Clinical · UK Remote · employer: Perkbox
Contact Detail:
Perkbox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Triage Call Handler Clinical · UK Remote ·
✨Tip Number 1
Get to know the company culture! Before your interview, check out Perkbox's values and mission. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice active listening during your interviews. As a Triage Call Handler, you'll need to demonstrate your ability to listen and respond thoughtfully. Show them you can do this by engaging fully with the interviewers' questions.
✨Tip Number 3
Prepare for scenario-based questions! Think about how you'd handle sensitive calls or high-pressure situations. We want to see your problem-solving skills in action, so have some examples ready to share.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Triage Call Handler Clinical · UK Remote ·
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 share your experiences and how they relate to the role. Remember, we’re looking for someone who’s calm and compassionate, just like you!
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Focus on your customer service background and any experience with sensitive conversations. This will show us that you understand what it takes to be a Triage Call Handler.
Show Your Understanding of Confidentiality: Since this role involves handling sensitive information, it’s crucial to demonstrate your understanding of confidentiality and GDPR. Share examples of how you've managed sensitive situations in the past to reassure us that you can handle calls with care.
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 details you need about the role and our company 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 information and providing emotional support. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Active Listening
Since this role involves a lot of communication, practice your active listening skills. During the interview, demonstrate that you can listen carefully and respond thoughtfully. You might even want to prepare some examples of how you've handled challenging calls or situations in the past.
✨Show Your Compassion
This job is all about empathy and support. Be ready to share experiences where you've shown compassion, whether in a professional setting or personal life. Highlighting your ability to connect with others will resonate well with the interviewers.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! This shows your interest in the role and the company. You could ask about the team dynamics, how they support each other remotely, or what a typical day looks like for a Triage Call Handler. It’s a great way to engage and leave a positive impression.
