Triage Call Handler

📍UK Remote

Does this sound like you?

You're a calm, compassionate, and organised Triage Call Handler who thrives on being the first point of contact when someone needs a listening ear. You understand how important it is to handle sensitive conversations with care, maintain confidentiality, and provide helpful, clear information when it matters most. You’re comfortable managing multiple diaries, thinking on your feet, and working independently from home – whilst always being part of a wider supportive team.

What you’ll be doing (in a nutshell):

As a Triage Call Handler, you’ll be part of our 24/7 confidential support service, taking inbound calls from employees across the UK who need immediate emotional support or wellbeing guidance. You’ll complete telephone assessments, provide information, and arrange appointments with our qualified counsellors, ensuring every caller receives the right support at the right time.

Day-to-day you can expect to:

• Answer inbound calls in line with agreed service levels and KPIs
• Provide confidential information, advice, and emotional support to callers
• Carry out telephone assessments to understand each caller’s needs
• Manage high-risk calls with care, professionalism, and in line with procedure
• Accurately input and update client information and case notes
• Liaise with our network of counsellors and manage their diaries
• Coordinate appointments and follow-up actions
• Work independently from home whilst staying connected to the wider team
• Support with additional admin tasks when required

To be successful, you'll have:

• Previous experience in customer service or telephone-based support
• A clear understanding of confidentiality, GDPR, and handling sensitive information
• Excellent communication and listening skills
• Strong IT skills and confidence using systems and databases
• Experience working to KPIs or call targets
• The ability to manage your time well and prioritise under pressure
• Compassion, resilience, and professionalism – especially when dealing with challenging calls
• GCSEs (or equivalent) in English and Maths

Bonus points if you bring:

• Experience in a triage, call handling, or mental health support environment
• ECDL qualification or similar IT competency

Please note, all applicants must be legally entitled to accept and perform work in the UK and all positions are subject to an enhanced DBS check.

Why Perkbox Vivup?

In an exciting stride forward for both organisations, employee benefits experts Perkbox and Vivup have joined forces to create a world-class benefits, wellbeing, and engagement platform.

With over two decades of combined experience, our goal is to enable more organisations to better support and engage their employees — something which has become essential in the wake of a global pandemic and a hard-hitting cost-of-living crisis.  

From enhancing access to specialist mental health services to helping staff manage the cost of everyday essentials, our combined strengths and best-in-class solutions will create a super partnership that supports employees in all areas of life, at every stage of their career, both in and out of the workplace.

As a combined entity, we can assist more employees than ever before to live and work better through our combined expertise in the public, private, SME, and corporate sectors. Today, we collectively support more than 4 million employees across 7,500 organisations through an enhanced range of benefits and engagement solutions.  Our vision is to create healthy, happy and engaged workforces by reinventing employee benefits. Together, we’re positioned to revolutionise the employee benefits landscape, driving innovation, setting new standards, and shaping the future with transformative solutions that redefine wellbeing.

The Interview Process

Our interview process involves 3 main stages:

• Application
• 30 minute call with a member of the TA team
• 60-minute video call with Hiring Manager and one other team member

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on talent@vivup.co.uk

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations

We're happy to offer reasonable adjustments during our hiring process. Just let us know, and we'll make it work for you. Your comfort and success matter to us!