Call Handler - Technology

Call Handler

Attractive Salary & Benefits

Part-Time, 21.5 Hour, Three day week (Hybrid)

Antrim Road, Newtownabbey

Who are we?

At Henderson Group, we are proud to be Northern Ireland’s leading food service provider. Our group encompasses Henderson Technology, Henderson Wholesale, Henderson Foodservice, Henderson Retail, Henderson Group Property and Henderson Print. We employ over 5,000 staff and have been placed 3rd in Ulster Business Top 100 Companies 2022.

We're a family-owned team that cares about our people and the community in which we live. Our leaders care about employees and our employees succeed together and celebrate the success of others. We are interested in your aspirations, interests and skills and we strive to support and inspire you to do well.

A look into the role

This position is based within Henderson Technology. Our Technology team provide EPOS till and other POS solutions (EDGEPoS) to a variety of external retail businesses including 102-strong Henderson Retail company-owned store network.

Working as a Call Handler you will be our first point of contact for answering customer support calls and you will work closely with our Helpdesk team to give our customers the absolute best service when they need assistance.

This position will be well suited to a candidate who thrives on delivering the best possible Customer Service to those working in a busy retail environment.

As Call Handler, you will:

• Answer inbound customer calls in a confident and personable manner
• Understand and qualify the nature of calls by asking the right questions
• Allocate call tickets to the Helpdesk Support team using our call management system
• Follow call escalation processes
• Work in conjunction with the Helpdesk Support team to take calls through to successful resolution
• Complete all relevant administrative tasks

Skills for Success

Joining us as Call Handler, the minimum criteria you’ll need is:

• Strong experience of working in a telephone-based customer services environment
• Competency in using Microsoft Packages
• The attributes you’ll need include:
• Capacity to use initiative and prioritise workload
• Exceptionally high customer service aptitude
• Ability to listen and communicate effectively
• Desirable Criteria include:
• Experience of working within a retail environment

Are we right for you?

As part of this role, it will be important that you feel aligned with the values that we live and work by.

Ambition – We always strive to be better. We seek new challenges and look for ways to do things better.

Customer First – We provide exceptional service. We put customers at the heart of everything and support our communities.

Teamwork – We succeed together. We help colleagues to succeed, and we share our knowledge and skills.

Integrity – We are fair, honest and ethical. We treat everyone with dignity and respect. We are inclusive and champion diversity.

The Reward

The impact you can make with Henderson Group goes far beyond your day to day. You will be part of a business supporting defibrillator installations and school sports days.
You will have the balance necessary to enjoy your job and your life. We will help you to feel proud of what you do and achieve. And we will be here to celebrate your success.

Our business has been recognised externally for delivering excellence in employment. We value employee development and heavily invest in our people.

Benefits include market competitive salary, pension scheme, private healthcare, life assurance, employee assistance programme, social club, Perks Offers/Discount scheme throughout UK/Ireland, staff discount (grocery/fuel) at SPAR/EUROSPAR Henderson Group company-owned stores and many more.

We value work/life balance. This is a part-time position working 21.5 hours per week. Working hours will be 8:45am-4:45pm Monday and Tuesday and 8:45am-3:45pm Friday. Hybrid working available.

Completed applications must be submitted online by midnight on Monday 12th June 2023

We are an equal opportunities employer.