BT, Call Handler Job Description, female agent smiling and wearing a headset with workers in the background

Call Handler Job Description

If you are looking for office work, are cool-headed under pressure and enjoy providing excellent customer care over the phone, then working as a Call Handler with BT could be for you.

Key to the Call Handler position is the ability to listen carefully to the details of every call. There will often also be standard and mandatory responses to be relayed to specific situations, which you will be expected to deliver consistently. The ability to speak clearly and calmly will also be important.

Empathy and excellent customer service skills are required, and ideally, you will have proven experience of working with customers in a fast-paced environment.

The ability to put people at ease and quickly build rapport with callers is necessary, as is a positive attitude and resilience when it comes to potentially challenging scenarios.

Multitasking skills will help in the role of Call Handler, where you will follow on-screen instructions and log call details as standard practice, often during calls with customers. Good computer literacy is a must and some knowledge of commercial phone systems would be advantageous.

Call Handler opportunities with BT are varied with roles available in various business areas, so differing levels of customer service may be required depending on individual roles. Some are inbound services such as Relay UK or 999 contact centres, and others are internal support desks.

Ultimately, the ideal candidate for this role will be someone with a real desire to help others and who is keen to make a difference.

Key Responsibilities

  • Manage and respond to a high volume of inbound calls

  • Listen carefully to callers’ requirements

  • Ensure callers’ requests are dealt with effectively and efficiently

  • Follow on-screen steps throughout the duration of calls

  • Stay calm and focussed in dealing with a variety of customer queries

  • Adhere to strict procedures and mandatory terminology/scripting

  • Always ensure the highest standards of customer care at all times

  • Meet Key Performance Indicators (KPI) targets as set out and agreed with your line manager

  • Liaise with other departments to provide exemplary delivery

  • Share best practice knowledge with colleagues to promote continuous improvement

  • Ensure that BT’s full Code of Conduct is fully adhered to

Skills and Attributes

  • Disclosure and Barring Service (DBS) check is required

  • Standard ‘right to work’ checks are required

  • As some of these Call Handler roles are for Relay UK and 999, a typing test is mandatory, with a 98% accuracy and an average typing speed of 50 words per minute results being required

  • The ability to communicate well (both verbally and written)

  • Excellent writing skills (for logging call details on systems)

  • Problem solving skills

  • The ability to stay calm under pressure

  • Prior experience of office work desirable

  • Fundamental computer skills (Microsoft office and knowledge of CRM systems)

  • The ability to follow predefined processes and structured or scripted questions and responses

Call Handling experience is not crucial for this role but would be beneficial. More important are the skills and attributes listed above, along with a passion for helping others, problem solving and providing first-class customer service.

As a key player in the fast-paced, ever-changing digital industry, working for BT promises to be exciting and offers ongoing opportunities. Not only would you be working for one of the best-know household brands in the UK.

BT has expanded into newer endeavours including a mobile network, TV, BT Sport and is a leading provider of Broadband throughout the UK, and staff benefit from working for one of the world’s leading digital and technology companies and enjoy an ever-evolving working environment, specifically office work environment for Call Handler jobs in one of the most fast-paced, ambitious industries in existence.

If the idea of working for one of the nation’s best-known brands is of interest, and you think you would be a great fit for BT in the capacity of a Call Hander, apply today.

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