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For Companies At a Glance
- Tasks: Be the friendly voice for customers, handling calls and resolving queries with ease.
- Company: Join a diverse team dedicated to excellent customer service.
- Benefits: Flexible hours, competitive pay, and opportunities for growth.
- Why this job: Make a difference by helping people and improving their experiences.
- Qualifications: Strong communication skills and a positive attitude are key.
- Other info: Perfect for those looking to gain experience in a fast-paced environment.
The predicted salary is between 30000 - 42000 £ per year.
To act as the first point of contact for customers and members of the public, providing a professional, efficient and customer‑focused service. The role involves managing inbound and outbound calls, logging requests accurately, resolving queries, and ensuring issues are directed to the correct teams for action.
Key Responsibilities
- Handle a high volume of incoming phone calls, responding to customer enquiries, service requests, and complaints in a calm, professional manner.
- Log and update customer information accurately in digital platforms, CRM systems or case‑management software.
- Assess and prioritise calls, ensuring urgent issues are escalated appropriately to internal operational teams.
- Provide clear and accurate information regarding services, processes, and next steps.
- Manage public‑facing complaints by gathering detailed information, offering reassurance, and ensuring timely follow‑up.
- Record all issues and complaints, record defects, and support service reporting (e.g., highways, public realm, utilities, or housing queries).
- Communicate with internal teams, contractors and supervisors to progress requests and ensure customers are kept updated.
- Maintain high standards of customer care, following organisational procedures and data protection guidelines.
- Produce daily call records, reports or updates as required by management.
- Contribute to continuous improvement by identifying patterns, recurring complaints, or service gaps.
Skills & Competencies
- Strong verbal communication and active listening skills.
- Ability to remain calm under pressure and handle difficult conversations professionally.
- Fast and accurate data entry skills with good attention to detail.
- Proficient in digital systems, CRM platforms, and online mapping tools.
- Problem‑solving mindset with the ability to think quickly and offer practical solutions.
- Good organisational skills and ability to prioritise workloads.
- Positive, customer‑focused attitude with a willingness to go the extra mile.
Desirable Experience
- Previous call centre, customer service or public‑facing experience.
- Experience logging service requests (e.g., repairs, highways, utilities, public realm).
- Familiarity with complaints handling procedures and escalation routes.
- Knowledge of local authority or contractor service environments.
We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Required Qualifications
- Direct Experience or equivalent
Customer Services/Call Handler in Hereford employer: Randstad Cpe London
Contact Detail:
Randstad Cpe London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services/Call Handler in Hereford
✨Tip Number 1
Make sure you know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversation and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your phone skills! Since you'll be handling calls, try role-playing with a friend or family member. Focus on staying calm and professional while addressing different types of customer queries.
✨Tip Number 3
Prepare some questions to ask during your interview. This shows you're engaged and helps you figure out if the company is the right fit for you. Think about what you want to know about their customer service approach!
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it makes it easier for us to keep track of your application.
We think you need these skills to ace Customer Services/Call Handler in Hereford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Services/Call Handler role. Highlight your relevant experience, especially in handling calls and managing customer queries, so we can see how you fit right into our team.
Show Off Your Communication Skills: Since this role is all about communication, don’t shy away from showcasing your verbal and written skills. Use clear and concise language in your application to demonstrate that you can communicate effectively, just like you would with our customers.
Be Detail-Oriented: Pay attention to the details in your application. Ensure there are no typos or errors, as accuracy is key in our line of work. This will show us that you have the attention to detail we value in a Call Handler.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Randstad Cpe London
✨Know Your Stuff
Before the interview, make sure you understand the role of a Call Handler inside out. Familiarise yourself with common customer service scenarios and how to handle them. This will help you answer questions confidently and show that you're ready to tackle the job.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. When asked questions, take a moment to think before responding. This shows that you value the interviewer’s input and can handle customer queries with the same level of care.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples where you've resolved customer issues in the past. Highlight your ability to think on your feet and provide practical solutions, as this is crucial for a Call Handler role.
✨Stay Calm Under Pressure
Interviews can be nerve-wracking, but remember to stay calm and composed. If you encounter a tricky question, take a deep breath and approach it methodically. This will reflect your ability to handle difficult conversations professionally in a real work scenario.
