Customer Service Call Handler – 1st Line Responder

About the role

We are seeking a Customer Service Call Handler to be the first point of contact for Access Training customers. The role involves handling inbound phone and live‑chat enquiries, aiming to resolve issues on the first interaction.

Key responsibilities

• Answer incoming customer enquiries via phone and live chat, striving for first‑contact resolution.
• Take end‑to‑end ownership of queries, following them through to completion.
• Collaborate with colleagues across the business to obtain answers or second opinions quickly.
• Maintain clear, accurate records of interactions and share learnings with the team.
• Support live‑chat duties on a rotating schedule and work one Saturday per month from home.

Required profile

• Background in customer service, call handling, contact centres, or a similar customer‑facing role.
• Problem‑solver mindset with a natural curiosity to find answers.
• Excellent verbal and written communication skills, with a calm, empathetic tone.
• Proactive attitude, comfortable reaching out to other departments to get things done.
• Quick learner able to absorb information fast and navigate multiple systems.