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- Tasks: Be the voice of support, handling calls with empathy and professionalism.
- Company: Join the UK's largest independent well-being provider, impacting over 15 million lives.
- Benefits: Work in a supportive environment with opportunities for growth and learning.
- Why this job: Make a real difference in people's lives while developing valuable skills.
- Qualifications: Strong communication skills and a compassionate approach are essential.
- Other info: 5 days a week in-office role based in vibrant Manchester City.
The predicted salary is between 24000 - 36000 £ per year.
Call Centre Agent 5 days a week in office Based in Manchester City Join the UK and Ireland’s largest independent and trusted well-being provider, making a positive impact on over 15 million lives for more than 40 years! We are seeking an enthusiastic and compassionate Call Centre Agent to work on the front lines of our client’s Employee Assistance Programme (EAP), offering empathetic and efficient customer interactions. Shift Pattern: Monday: 7am – 3pm Tuesday: 9am – 5pm Wednesday: 12pm – 8pm Thursday: 8am – 4pm Friday: 8am – 4pm Job Overview: Handle inbound and outbound calls with empathy and professionalism. Support clients through emotional or challenging situations, working closely with counselling and legal teams. Manage client triage, ensure support is provided, and improve client experience. Key Responsibilities: Provide efficient telephone support and follow-up. Handle digital queries (live chat, emails). Record accurate call notes and assist with office duties. Maintain service levels and continuously improve knowledge of assistance programs. Essential Skills: Strong communication and listening skills. Ability to handle emotional topics with compassion and discretion. Enthusiastic, willing to learn, and able to prioritise work. Experience with IT systems and MS Office. 48335CHR INDMANJ
Call Centre Agent employer: The Portfolio Group
Contact Detail:
The Portfolio Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Agent
✨Tip Number 1
Familiarize yourself with the Employee Assistance Programme (EAP) and its services. Understanding the core offerings will help you engage more effectively during your interactions and demonstrate your genuine interest in supporting clients.
✨Tip Number 2
Practice active listening skills. In a call centre role, being able to listen attentively and respond empathetically is crucial. Consider role-playing scenarios with friends or family to enhance your ability to handle emotional topics.
✨Tip Number 3
Get comfortable with IT systems and MS Office tools. Since you'll be managing digital queries and recording call notes, being proficient in these areas will not only boost your confidence but also improve your efficiency on the job.
✨Tip Number 4
Research common challenges faced by clients in emotional situations. This knowledge will prepare you to provide better support and show that you are proactive about understanding the needs of those you will assist.
We think you need these skills to ace Call Centre Agent
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Call Centre Agent position. Understand the key responsibilities and essential skills required, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in customer service or call centre roles. Showcase your ability to handle emotional topics with compassion and discretion, as this is crucial for the role.
Showcase Communication Skills: Since strong communication and listening skills are essential for this position, make sure to provide examples in your application that demonstrate your proficiency in these areas. Use clear and concise language throughout your documents.
Personalize Your Cover Letter: Write a personalized cover letter that reflects your enthusiasm for the role and the company. Mention why you want to work for this well-being provider and how you can contribute to their mission of making a positive impact on lives.
How to prepare for a job interview at The Portfolio Group
✨Show Empathy
As a Call Centre Agent, you'll be dealing with clients in emotional situations. Make sure to demonstrate your ability to empathize during the interview. Share examples from your past experiences where you successfully handled sensitive topics with compassion.
✨Highlight Communication Skills
Strong communication is key for this role. Prepare to discuss how you've effectively communicated with clients or colleagues in previous jobs. Use specific examples that showcase your listening skills and ability to convey information clearly.
✨Familiarize Yourself with EAP
Research the Employee Assistance Programme (EAP) and understand its purpose. Being knowledgeable about the services offered will show your enthusiasm for the role and your commitment to helping clients navigate their challenges.
✨Prepare for Role-Playing Scenarios
You may be asked to participate in role-playing exercises during the interview. Practice handling various customer scenarios, especially those involving emotional distress. This will help you demonstrate your problem-solving skills and ability to remain calm under pressure.
