TELEPHONE/CALL ANSWERING AGENT

As a Telephone/Call Answering Agent, you’ll be the first point of contact for our clients’ customers, both on the phone and via our live chat platform. You’ll answer inbound calls in the client’s brand voice, capture accurate information, handle routine enquiries, and pass messages through promptly using our client portal and templates.
You’ll be working across a range of industries (e.g., trades, professional services, property, and small businesses), so attention to detail and the ability to switch tone quickly are important.

Key Responsibilities
• Answer inbound calls for multiple client businesses, typically within 4 rings, following client-specific scripts and instructions.
• Capture caller details accurately (names, numbers, enquiry type, urgency, and any relevant notes).
• Log calls and outcomes in the eDivert client portal using branded in-call forms/templates.
• Send real-time notifications/messages to clients (email and/or other agreed channels) and escalate urgent or complex enquiries to the duty account manager.
• Provide a calm, professional experience for callers, even during busy periods.
• Maintain confidentiality and follow GDPR/data handling procedures at all times.
• Support quality standards by following processes, accepting coaching, and contributing to weekly updates.
• Assist with related tasks when required (e.g., basic admin support in 15-minute increments, where trained).

Skills & Experience
Essential
• Excellent spoken and written English (UK).
• Confident, friendly telephone manner with strong active listening skills.
• Strong attention to detail and accurate data entry.
• Ability to multitask and manage multiple callers/enquiries.
• Comfortable using computer systems, web-based portals, and templates.
• Reliable, trustworthy, and professional — able to represent multiple brands.
Desirable
• Experience in a call answering service, reception, customer service, or contact centre role.
• Familiarity with VOIP systems (e.g., 8x8, Tinkle) or similar.
• Familiarity with using Microsoft Forms.
• Experience working with SMEs and professional services.