Call Centre Agent

Fully Remote Call Centre Agent

• Job Type: Full-time, Permanent
• Location: Remote (UK-based only)
• Salary: £20,483.84 per annum
• Hours: 32 hours per week

Join our client's team as a Fully Remote Call Centre Agent and play a crucial role in providing emergency support and reassurance over the phone. This position offers the opportunity to truly make a difference in the lives of vulnerable individuals and sheltered housing residents by being their first point of contact in times of need.

Day-to-Day of the Role:

• Act as the first point of contact for emergency alarm calls, ensuring a swift and efficient response.
• Support sheltered housing residents and those living independently, ensuring their safety and well-being.
• Handle 200-300 calls daily, providing exceptional customer service with empathy, professionalism, and a smile, even over the phone.
• Manage difficult conversations with empathy and control, turning challenging calls into positive experiences.
• Maintain confidentiality and professionalism in every interaction.
• Work closely with a supportive team, fostering a collaborative and positive working environment.

Required Skills & Qualifications:

• MUST HAVE CALL CENTRE EXPERIENCE.
• Experience in handling a high volume of incoming calls.
• Experience in environments such as Local Authorities, Emergency Services, retail call centres, or British Telecom control centres is highly desirable.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Strong attention to detail and accurate data entry skills.
• Excellent communication skills, both spoken and written.
• Ability to remain calm, patient, and tactful under pressure.
• Organised, reliable, and detail-oriented.
• A proactive problem-solver who uses initiative.

Shift Information:

• Early and late shifts available as separate roles.
• Shifts will be scheduled between 06:00–00:00, with specifics provided 6 weeks in advance.
• Weekends are required fortnightly & some bank holidays (hours back in lieu).

Benefits:

• 198 hours holiday (including bank holidays if scheduled to work).
• Discounts on shopping, holidays, insurance, and more.
• 24/7 employee assistance programme.
• Pension scheme (up to 4% company matched).
• Family and friends discounts on services.

Recruitment Process:

1. Initial video call screening with Reed RSR.
2. Watch a short video of a real-life call scenario to ensure the role is right for you.
3. Complete an interactive psychometric test.
4. Final interview via MS Teams with the client.

Start Date and Training:

• Start Date: 13th October 2025
• Training: Full-time, 5 weeks (06/10/2025 – 07/11/2025) (candidates with pre-booked holidays in October and November unfortunately cannot be accepted).

To apply for this Fully Remote Call Centre Agent position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.