At a Glance
- Tasks: Be the friendly voice for public enquiries, providing support via phone and email.
- Company: Join a dynamic team in Birmingham, Leeds, or Cardiff focused on customer service excellence.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Great opportunity for career growth in a fast-paced, collaborative setting.
- Why this job: Make a real difference by helping people and improving their experience.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25350 - 27536 £ per year.
Location: Birmingham, Leeds or Cardiff
Application Deadline: Wednesday, September 16, 2026
Region: Birmingham / Cardiff / Leeds
Category: Operations
Vacancy Type: Permanent
Positions Available: 2
Salary Range: £25,350 - £27,536
Job Summary: As a Call Handler, you will act as the first point of contact for members of the public and service providers, providing professional and responsive support through telephone and email enquiries. Deliver accurate information, updates and appropriate signposting, while maintaining clear and accurate records across databases and systems. Identify, manage and escalate complex enquiries and complaints appropriately, contributing to continuous improvements in call-handling processes and the overall customer experience.
Role Purpose: The purpose of the role is to provide a professional, accessible and customer-focused first point of contact for members of the public and service providers, responding to general enquiries across telephone, email and written channels. The role is responsible for providing clear, accurate and tailored information about LeO’s processes and procedures, progressing enquiries as far as possible at the first interaction, and setting clear expectations around next steps. It involves identifying and appropriately escalating service complaints or complex enquiries, maintaining accurate and secure records, and ensuring communication meets individual needs, including reasonable adjustments. The role also supports the wider General Enquiries Team with administrative activities and high volumes of enquiries, while contributing to effective team working, high service standards and continuous improvement of call-handling processes.
Skills & Experience:
- Essential: Call handling experience ideally in a customer focused environment.
- Experience of maintaining records, filing systems and databases.
- Customer service background.
- Experience in managing large volumes of enquiries from a variety of sources i.e., telephone, e-mail, letters etc.
- Desirable: Experience in working in a high-pressured environment.
Essential Qualifications: GCSE, English C grade or equivalent.
Desirable Qualifications: GCSE, Maths C grade or equivalent.
Call Handler in Birmingham employer: The Legal Ombudsman
As a Call Handler with us, you will join a dynamic team in Birmingham, Leeds, or Cardiff, where we prioritise a supportive and inclusive work culture. We offer competitive salaries, opportunities for professional development, and a commitment to employee well-being, ensuring that you can thrive both personally and professionally while making a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Call Handler in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Legal Ombudsman. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Legal Ombudsman before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Handler in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Legal Ombudsman:Your cover letter is your chance to shine! Tell us why you want to work at The Legal Ombudsman specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Legal Ombudsman!
How to prepare for a job interview at The Legal Ombudsman
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
