Call Handler

  • Location


  • Sector:

    Public Sector

  • Job type:


  • Salary:

    £25k per year

  • Contact:

    Leah Seber

  • Contact email:


  • Contact phone:


  • Job ref:


  • Published:

    about 15 hours ago

  • Expiry date:


Job Title: Call Handler 
Salary - £25000
Location: Coleshill
Contract: Permanent - Full time.

Hiring Asap.

The Customer Delivery Co-ordinators (CDC) are responsible for ensuring that appointments for customers in their homes take place at the agreed date and time, and that any failures or follow-on work are identified, captured, and managed successfully.  The ultimate key purpose is a happy customer.

Key Accountabilities 

  • Missed Appointment Prevention
  • Liaise with the scheduling teams to identify booked visits for following days that are in jeopardy of not being kept, and do everything reasonable with them to ensure that they happen in the agreed timeslot
  • Where the visit can be made on the agreed day, but not at the agreed time, liaise with the customer to see if an earlier/later is possible.
  • Where this is not possible, agree a new date/time with the customer and the scheduling team, and notify Pinnacle via our system so that they always know what is going on.
  • Call customers the day after a visit that did not result in a first-time-fix and, using the notes left on the system by the Operative and also feedback from the customer, identify what follow-on work is needed, and then liaise with the scheduling team and our suppliers to schedule the work, and most importantly keep the customer informed.
  • Monitor follow-on work commitments that the CDC team have made to keep things on track, and respond to challenges and issues.
  • Update our system at all times so that Pinnacle always know what is going on.
  • Be first point of escalation for customer updates.


  • Customer contact centre, administration, or back-office support roles
  • Front-line customer experience, speaking directly to customers
  • Ideally knowledge of domestic properties, repairs or maintenance
  • Proficient at MS Word, Outlook and Excel

If you are interested in this role, please apply or call Leah Seber and Build Recruitment. 

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.