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Telephone Operator

Before we get into what we do and who we're looking for, we need to be honest with you as we don't want to waste anyone's time here...


Many applicants perceive this role to be as simple as 'just answering the phone' and taking a message - it's not.

You will need to be patient, clearly spoken, and articulate with the ability to use your initiative.


We often have all our lines ringing at the same time and you will need to be kind of person who enjoys a challenge and who can muck in to get the job done.

Yes, it can be fast-paced and slightly stressful at times so you will need to be confident in yourself and your skills, however, we also have a great support network.


Also, this position is not for everyone as it requires long periods of time sitting down at your desk with very limited time away from your desk so if sitting down isn’t something you enjoy then this role probably isn’t ideal.


If you are worried about not having the 'experience', relax, we almost always hire based on who you are as a person, such as your attitude, willingness to learn and develop your skills, enthusiasm, timekeeping, and how you present yourself to us.


Should you have any questions before applying, we welcome you to have chat with us. Just pick up the phone - we love to talk!



About The Company


Our service is a wonderful combination of professionalism and efficiency matched with friendliness and a desire to help, the sole aim of which is to make the lives of our clients easier and their customer's experience seamless and timely.

We’re a professional organisation with a modern approach.  We have a high passion for tech and are always looking for new trends and technologies to push businesses forward, making this a really exciting place to be.



What We're Looking For


We are a dynamic and fast-paced business, and we are looking for someone who can thrive in that environment. You will need to be customer focussed with a passion for high-quality service.


From a technical perspective, you will need to be able to fulfill the below.

  • An excellent telephone manner, professional yet friendly, with a clear and appropriate tone at all times.
  • High levels of attention to detail.
  • High levels of computer literacy.
  • Self-motivated and have initiative.
  • Be organised with an ability to think quickly and multitask.
  • Be flexible, this is a fast-paced operation that requires us all to be agile and dynamic.

Previous customer care, call centre or answering service experience is desired but not required.



The Role


This role is all about handling incoming calls on behalf of our clients. Here are the key parts of the job to give you an insight into what you would be doing on a daily basis.

  • Be the first port of call for our clients customers, set the tone well with a welcoming and professional experience.
  • Work closely with customers to understand their needs, manage appointments, take overflow calls and relay messages in real-time.
  • Ensure our standards of quality and efficiency of service are maintained throughout.
  • Have the ability, drive and desire to meet KPIs, targets for typing speed, accuracy and customer satisfaction.
  • Have the ability to build rapport and engagement with customers enhancing their experience.


The Environment


You will be working in our newly purchased and renovated office - yup, we're not moving anytime soon!

It's based in Horsham and it’s a hub of activity!  While the atmosphere is professional, you'll find that it's also pretty relaxed, no suits and ties here (we’ll give you polos and hoodies), with all the kit you need to deliver a great service and be happy in your space.



The Package


Employee Assistance Program.

Regular company social events.

Wellness Program.

Regular Counseling (F2F or telephone).

Hourly wage of up to £9.50 per hour, paid monthly.

Pension (if eligible for auto-enrolment).

We generally do not use rotas, so you can plan your life around work.

There is generally plenty of opportunity for paid overtime.

Random acts of kindness (you’ll learn all about these when you get here!).

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Before working at Hero PA, I used to hate answering the phone.

In fact, I would feel very uncomfortable in most instances where I would need to speak with people without a plan in place for the conversation. (The only exceptions to this being close family and friends, whom I could relax around). My time at Hero PA has changed this. The sound of a ringing phone no longer sets me on edge and I can now pick up the phone and speak confidently and far more eloquently than I ever

could before.


Working at Hero PA has helped me develop as an individual in ways I would never have imagined to be so beneficial. I am tremendously thankful.