Call Handler/Responder

Job Title: Call Handler / Responder
Employer: Derby City Council
Hours: Monday – Friday, 9:00am – 5:30pm

Contract: Until December with the view to extend

Job Purpose

To provide a responsive call handling and responder service, ensuring that members of the public receive timely, accurate and professional support. This role involves effective communication, problem-solving, accurate record keeping, and the ability to respond to urgent situations with a calm and sympathetic approach.

Key Responsibilities

• Handle incoming calls and respond appropriately to the needs of service users.
• Accurately complete forms, documents and logs in line with procedures.
• Gather, collate and record information with attention to detail.
• Solve problems, including those that may not have an immediate solution, using initiative and judgement.
• Maintain accurate computerised records.
• Prepare simple written reports and maintain logs where required.
• Work directly with the public in a professional, supportive and approachable manner.
• Provide on-site support where necessary, including use of tools, equipment and specialist lifting devices.
• Carry out duties safely, which may involve kneeling, climbing and working on step ladders.

Person Specification

Essential Skills & Abilities

• Strong communication skills, with the ability to adapt to different audiences.
• Good standard of oral communication.
• Accuracy and attention to detail when completing paperwork and records.
• Ability to remain calm and sympathetic in crisis situations.
• Basic IT skills, including the use of computerised systems.
• Problem-solving skills and the ability to work under pressure.

Experience

• Experience of maintaining computerised records.
• Experience of preparing simple written reports and/or logs.
• Experience of working with the public in a customer-facing role.