1. Overview

Are you good in a crisis? Can you keep calm under pressure? Can you think on your feet to resolve problems? ….Do you have what it takes?

We are looking for individuals to join us as a Contact Handler, working within our Contact Management Department at our headquarters in Enderby, Leicester.
The role involves acting as the initial investigating officer for reports of incidents taken over the telephone (101 and 999 calls) and via our digital channels.
The role will involve recording incidents. You will be investigating and resolving enquiries, demonstrating ownership of each call handled by questioning and understanding individual circumstances.
You will gather sufficient details to risk assess. You’ll need to be able to handle every call professionally, ask the right questions, listen for vital details and log information quickly and accurately. It's also important to be able to strike the fine balance between showing empathy with every caller while not becoming emotionally involved when dealing with sometimes difficult circumstances.
We are looking for flexible people who can work shifts, including overnight, at weekends and some bank holidays. We’ll reward you with a great salary with enhancements to reflect the shift and weekend working.
We pride ourselves on being an equal opportunities employer.