Call Handler
Attractive Salary & Benefits
36.5 Hour week (Hybrid)
Antrim Road, Newtownabbey
Who are we?
At Henderson Group, we are proud to be Northern Ireland’s leading foodservice provider. Our group encompasses Henderson Wholesale, 6,000 staff and have been placed 4th in Ulster Business Top 100 Companies 2023.
We're a family-owned team that cares about our people and the community in which we live. Our leaders care about employees and our employees succeed together and celebrate the success of others. We are interested in your aspirations, interests and skills and we strive to support and inspire you to do well.
A look into the role
Henderson Technology are the proud creators of EDGEPoS, the multi award-winning global EPOS software system. We provide our retailers with the most innovative features and solutions for their EPOS software.
Working as a Call Handler you will be our first point of contact for answering customer support calls and you will work closely with our Helpdesk team to give our customers the absolute best service when they need assistance.
This position will be well suited to a candidate who thrives on delivering the best possible Customer Service to those working in a busy retail environment.
Working as Call Handler you will:
- Answer inbound customer calls in a confident and personable manner
- Understand and qualify the nature of calls by asking the right questions
- Allocate call tickets to the Helpdesk Support team using our call management system
- Follow call escalation processes
- Work in conjunction with the Helpdesk Support team to take calls through to successful resolution
Complete all relevant administrative tasks
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Skills for Success
Joining us as Call Handler the minimum criteria you’ll need is:
- Strong experience in a telephone-based customer service environment
- Proficiency in using Microsoft Office applications (Word, Outlook, Excel, PowerPoint)
The Attributes you’ll need include:
- Capacity to use initiative and prioritise workload.
- Exceptionally high customer service aptitude
- Ability to listen and communicate effectively.
It is Desirable if you have:
- Experience of working within a retail environment
- Experience of convenience retailing business processes
- Previous experience of working with EPOS Systems
Are we right for you?
As part of this role, it will be important that you feel aligned with the values that we live and work by.
Ambition – We always strive to be better. We seek new challenges and look for ways to do things better.
Customer First – We provide exceptional service. We put customers at the heart of everything and support our communities.
Teamwork – We succeed together. We help colleagues to succeed, and we share our knowledge and skills.
Integrity – We are fair, honest and ethical. We treat everyone with dignity and respect. We are inclusive and champion diversity.
The Reward
The impact you can make with Henderson Group goes far beyond your day to day. You will be part of a business supporting defibrillator installations and school sports days. In the last year Henderson group staff and retail stores raised over £1 million for charity partners.
You will have the balance necessary to enjoy your job and your life. We will help you to feel proud of what you do and achieve. And we will be here to celebrate your success.
Our business has been recognised externally for delivering excellence in employment. We value employee development and heavily invest in our people.
Benefits include market competitive salary, contributory pension scheme, healthcare, life assurance, employee assistance programme, social club, Reward Gateway Employee Recognition & Discount Scheme throughout UK/Ireland, staff discount (grocery/fuel) at SPAR/EUROSPAR Henderson Group company-owned stores and many more.
This is a full-time position working 36.5 hours per week. Working hours will be 8:45am-4:45pm Monday to Thursday and 8:45am-3:45pm Friday. Hybrid and flexible working arrangement available.
If you'd like to speak with us before making your application, our Talent Acquisition Specialist - Joanne McClelland would be happy to have a confidential chat with you about the role on offer - email [email protected] to get in touch.
Completed applications must be submitted online by midnight on Tuesday 21st July 2026
We are an equal opportunities employer.
