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Call Handler

Venatu Consulting are working with a leading technology company in Norwich who are looking for an experienced call handler to join their team.

  • Location: Norwich
  • Salary: £18,000pa
  • Contract Type: Permanent
  • Closing: 5 April 2018
  • Ref: 174485


  • All staff are expected to learn all duties within the department although responsibilities are divided between offices and individuals.
  • Flexibility must be shown to cover each other’s roles.
  • First line contact for Sharp Business Systems –for customers, potential customers, dealers, sub-contractors and internal customers (account managers) via phone, fax and email.
  • Processing requests for consumables on in-house system, logging engineer visits and telephone helpdesk calls. Dealing with general enquiries, resolving or directing accordingly, - - keeping customers informed.
  • Triaging calls using fault codes – where possible advising how to clear rather than allocating to engineer, assisting callers with housekeeping for machines, e.g. changing consumables, clearing jams and cleaning glass
  • Logging repair calls with 3rd party providers, liaising and following up until completion
  • Filtering repair/installation/move requests to relevant skilled engineer team (E.g. System Integrator)
  • Assisting invoice team with queries and provide job information to aid payment of invoices
  • Arranging installations and network linking of machines – including establishing requirements by liaising with internal departments, third party providers and customers.
  • Ordering of consumables for warehouse and ordering of parts for engineers stock, urgent parts for machines in field, and site stock; using in-house system, SAP and external suppliers
  • Investigating order discrepancies, both customer order and stock, with internal and external parties
  • Use of SAP to check, monitor and transfer stock
  • Cover for call planner to arrange daily calls for teams of approximately 15-20 engineers, adhering to set guidelines. Working with Area managers and Divisional Managers to achieve - KPIs and response targets. Setting first calls of the day and rearranging calls throughout the day reacting to new priorities as they arise and proactively utilising resources.
  • Maintenance of base of customer details, regular updating of contact details, address changes etc.
  • General administrative duties and ad-hoc tasks, including ordering of uniform/PPE, stationery and assisting in warehouse as required
  • Arranging couriers and daily post (internal and external)
  • Investigate undelivered orders and One-stop issues (e.g. if the link has been lost or if consignments have not reached the correct machine)


  • Minimum 2 years’ experience in call handling
  • Customer Service
  • Excel proficient
  • Call planning experience (particularly in a response environment)
  • Excellent communication and customer service Good level of business English – written and oral.
  • Highly organised and accurate
  • Proactive, flexible
  • Quick decision maker, good under pressure
  • Able to work under limited supervision


  • 1st line support for inbound calls to the department
  • To support the office manager
  • Logging enquires and raising jobs
  • Liaising with engineers and customers
  • Dealing with issues over phone and email
  • Planning route for jobs
  • Ordering stock and materials
  • Using SAP system


  • 26 days holiday entitlement per year
  • Life assurance of 2 x basic annual salary
  • Onsite parking - free
  • Pension Scheme
  • Tea and Coffee - free (from the satellite kitchens on each floor)
  • Cycle to Work
  • Child Care Vouchers
  • Gym Flex
  • Specsavers eye care vouchers (dependent on each role)
  • Professional membership subscription fees
  • Study Support (subject to Managers approval)
  • And much more..


  • Monday – Friday 08.30 - 17.00

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