Vacancy Overview

HR Call Handler

Salary

£9.53 ph

Location

Morley, Leeds

Ref

LHJ8055

Description

These temporary roles are working for a well-established Morley based employer and have the potential to become permanent. You will be working for a high-profile employer in an extremely varied administrative and extensive customer service-related role. They are an internal contact centre who support all managers with a wide range of HR and recruitment issues. You will sometimes receive calls from colleagues (non-management) but you will usually be directing them back to managers for their support.

Job Role

They are an internal contact centre who support all managers with a wide range of HR and recruitment issues. You will sometimes receive calls from colleagues (non-management) but you will usually be directing them back to managers for their support.

The role is really varied and generally appeals to people who like a wide range of challenges to deal with. There are about 50 calls per day and roughly last 5.5 minutes (about 20 – 30 on weekends when it is quieter). Alongside the calls you will have plenty of admin tasks and good English grammar and spelling are required. Peak times tend to be around pay day or when incidents happen such as systems going down.

Admin tasks are also varied but include booking holidays, checking holiday balances, dealing with system issues, dealing with candidate queries such as their application for roles, responding to the forum, coaching managers to support their colleagues etc.

You need to be reasonable at picking up systems and work on 6-7 different ones for logging calls, using the recruitment system, reports etc.

Previous experience in a contact centre would be an advantage but not essential.

Responsibilities

  • Responding to and resolving customer questions and issues both over the phone and in writing
  • Correctly processing tasks and activities requested by customers through a ticket resolution system or by telephone and e-mail
  • Preparing and providing information for customers, requesting additional information as required and updating management about significant customer issues
  • Updating the HR system to show progress of completion and or resolution of tickets, identifying exceptions and items for escalation
  • Collaborating with managers, team leaders, team colleagues, customers, and other business partners
  • Completion of people administration tasks; recommending ways to improve the ways we do things where it would benefit the customer experience
  • Adapting to and learning from change, challenges, and feedback
  • Contribute to quality control by reviewing documentation for accuracy and adherence to policy and process; validating the accuracy of data received to complete or resolve the customer request

Experience, skills set and/or qualifications required

  • You will need to have previous customer service experience and a level of admin knowledge
  • You will need to be organised with a high attention to detail
  • Computer literate with the ability to learn new systems
  • Excellent verbal and written communication
  • Able to work within a fast-paced environment
  • Can work flexible shift patterns where required
  • A talent at problem solving and the ability to judge a situation
  • Experience in planning and prioritising your own workload

Hours: 37.5 hours per week. 5 over 7 days. 8am – 6pm (flexible shift patterns)

Salary: £9.53 per hour

Location: Morley, Leeds

Due to the amount of response, we receive, unfortunately we are not able to give feedback to individuals, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. By applying to this advertisement, you are hereby giving consent for Jo Holdsworth Recruitment to hold your details for a 30-day period and contact you via any method of contact you have listed on your application.

(Jo Holdsworth Recruitment – Recruitment Agency)

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