Triage Call Handler
Employer: Perkbox
Location: UK remote
Working hours: Full-time
Salary: Not listed
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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?
In 2025, Perkbox and Vivup came together under one name: the new and evolved Perkbox.
We joined forces to create something bigger and better - a single, unified platform built to care for, connect with, and celebrate employees in all areas of life. With more than 20 years of combined experience across public, private, SME and corporate sectors, we’re now supporting over 4 million employees across 7,500 organisations.
From access to expert mental health services to help with the cost of everyday essentials, our expanded range of benefits and wellbeing tools meets people where they are - at work and beyond.
Together, we’re redefining what employee benefits can be. And we’re just getting started.
The Interview Process
Our interview process involves 3 main stages:
Short call with a member of the Talent team
30-minute video call with Hiring Manager and one other team member
Final Interview and task with two members of the team
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.
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!
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