Customer Service Call Handler

We are seeking a dedicated Customer Service Call Handler – 1st Line Responder to be the first point of contact for Access Training. In this role, you will engage with customers via phone and live chat, aiming to understand their needs and resolve enquiries promptly at the initial interaction. You will become part of a close-knit team of five, sharing responsibilities for incoming enquiries and rotating live chat duties. This position requires genuine ownership and the ability to think beyond scripted responses, treating each customer as an individual rather than just another case to close.

Key Responsibilities

First-Contact Resolution: Handle incoming customer enquiries through phone and live chat channels, striving to resolve issues immediately whenever possible.

End-to-End Ownership: Manage customer queries through to their conclusion, minimizing unnecessary transfers between departments.

Relationship Building: Collaborate effectively with colleagues across various teams to obtain information or second opinions quickly and efficiently.

Continuous Learning: Develop a comprehensive understanding of Access Training’s courses, systems, and processes to confidently address a wide range of customer questions.

Team Collaboration: Participate in a rotating schedule for live chat support and contribute to the team rota by working one Saturday per month from home.

Knowledge Sharing & Record Keeping: Maintain clear and accurate records of all customer interactions and share insights with the team to improve first-time resolution rates.

Required Qualifications

Customer Service Experience: Proven background in customer service, call handling, contact centres, or similar customer-facing roles.

Problem-Solver Mindset: Demonstrated curiosity and determination to find solutions rather than deflecting responsibility.

Clear & Warm Communicator: Strong verbal and written communication skills, combined with a calm, empathetic, and resilient approach.

Proactive & Connected: Confidence in reaching out to colleagues across departments to facilitate swift resolution of enquiries.

Quick Learner: Ability to rapidly absorb new information and navigate multiple systems and platforms efficiently.

Detail-Oriented: Excellent judgment, initiative, and precision in maintaining records and handling customer data.

Preferred Qualifications and Benefits

This role is ideal for individuals who find genuine satisfaction in helping others and enjoy understanding how a business operates behind the scenes. If you are someone who values making customers feel truly supported and appreciated after every interaction, you will thrive within this team environment. The position offers a supportive atmosphere where continuous learning and collaboration are encouraged, along with the flexibility of occasional remote work on Saturdays as part of the team rota.

Joining Access Training as a Customer Service Call Handler means becoming part of a team that values ownership, empathy, and proactive problem-solving, all while developing your skills in a dynamic and customer-focused setting.