Temporary Call Handler / Admin – School Transport Team

Temporary Call Handler / Admin – School Transport Team 150 150 tcl-admin
Temporary Call Handler / Admin - School Transport Team
Contract / Temporary

Hampshire 997626

Posted: 14th June 2022 17:34
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  • Pay Rate:

    £12.01 per hour PAYE

  • Hours per Week:

    35-37 Monday – Friday, normal working hours

  • This opening assignment is for 6 months


    SO23 9LJ

What's involved with this role:

Temporary Call Handler 

Job Ref: 997626 

Working in the busy Home to School Transport Team (HTST), you will provide front line response to families, schools, transport operators, school escorts and the general public with regard to various Home to School transport enquiries. You will be required to understand and be familiar with specialist processes and systems in order to handle and direct the incoming calls   

Key Responsibilities: 


  • Responsible for advising and directing a range of incoming calls, including dealing with complex queries requiring specialist knowledge as they arise.  
  • Aim to provide first time call resolution where appropriate and a customer experience which enhances the reputation of the Home to School Transport service.  
  • Responsible for following specialist policies and protocols so that appropriate information is given to our customers.  
  • Responsible for making preliminary assessments to ascertain callers’ needs,  
  • To operate database systems and run reports as required. 
  • Responsible for deciding when to escalate calls to professional staff. 
  • To operate, view, maintain and/or update client and contact systems ensuring all details are clearly recorded accurately to enable suitable service provision.  
  • To undertake training as required and to provide training to other team members so that knowledge and skills are shared. 
  • To manage relationships within the team and with all customers so that a friendly and supportive manner is demonstrated.  
  • To operate in such a way that the County Council’s commitment to equalities, diversity, Health & Safety and sustainability are embedded in working practice and promoted to others. Be digitally aware and champion the use of cost effective self-service technology options, in order to support the most efficient customer journey/resolution 

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria: 

  • Educated to GCSE level (A-C) or equivalent in English & Maths 
  • Proven strong organisational skills, ability to work calmly under pressure 
  • Have good team working skills and the ability to relate to others pleasantly, promote a positive working culture, offer and receive advice from colleagues and keep calm and polite when working under pressure 
  • Able to demonstrate an ability to communicate clearly, firmly and sensitively both written and orally 
  • Competent in use of IT databases and computer literate 


NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD. 

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application. 

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items: 

  1. Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours. 
  2. Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this. 
  3. Your availability to work either immediately, or at short notice. 
  4. Please refer to the Role Requirements section above - your CV must address the requirements listed. 


Other preferable/desirable details to include on your CV, if applicable: 

  1. Any local authority/public sector experience 
  2. Any relevant qualifications held or being studied for. 


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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Hampshire 997626
Temporary Call Handler / Admin - School Transport Team
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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Job Ref: Hampshire 997626
Temporary Call Handler / Admin - School Transport Team
Client Category: Local Authority

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