Call Centre Agent - The Portfolio Group : Job Details

Call Centre Agent

Shift Pattern: Monday to Friday, 1-9 pm

5 days a week in office

Based in Manchester City

Join the UK and Ireland's largest independent and trusted well-being provider, making a positive impact on over 15 million lives for more than 40 years! We are seeking an enthusiastic and compassionate Call Centre Agent to work on the front lines of our client's Employee Assistance Programme (EAP), offering empathetic and efficient customer interactions.

Job Overview:

• Handle inbound and outbound calls with empathy and professionalism.
• Support clients through emotional or challenging situations, working closely with counselling and legal teams.
• Manage client triage, ensure support is provided, and improve client experience.

Key Responsibilities:

• Provide efficient telephone support and follow-up.
• Handle digital queries (live chat, emails).
• Record accurate call notes and assist with office duties.
• Maintain service levels and continuously improve knowledge of assistance programs.

Essential Skills:

• Strong communication and listening skills.
• Ability to handle emotional topics with compassion and discretion.
• Enthusiastic, willing to learn, and able to prioritise work.
• Experience with IT systems and MS Office.

48335CH

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