Call Advisor, Connect 24 (Days & Nights)

Do you want to make a difference to people's lives? Radius Connect 24 is the leading provider of personal alarm care and support services supporting over 20,000 households to live independently throughout Ireland with timely access to 24/7 support whenever required. We support anyone of any age who is concerned about personal well-being or home safety, or who may feel anxious about managing on their own.

Our service model is client centred. At its simplest, this is the provision of an alarm unit and a pendant to enable clients to easily call for help. Additional sensors, connected to the alarm unit, are provided and installed where requested to automatically alert potential incidents. The key benefit is reassurance and peace of mind to both the individual client and their support network of both informal and formal carers.

Due to the increased demand for our services, we are looking to expand our current team of 30+ call advisors, based in Holywood, Co Down. We have two positions available.

What is the role like? This is not your average call centre job. This is a front-line telephone-based role with a real social purpose. The role of a Call Advisor is central to the delivery of an effective, consistent, client-focussed service. The Call Advisor is the first key point of contact for clients and it is essential clients receive the help and support they require in a timely, professional manner. This means offering reassurance and agreeing an appropriate response to every call connecting clients to responders or emergency services if necessary. As well as dealing with incoming alarm calls, we provide a range of outgoing call services such as health and wellbeing calls to support people who may be isolated in our communities.

What do you need to apply? The role of a Call Advisor requires excellent communication skills to engage with clients in a way that ensures a good experience, achieves the desired outcome, and keeps clients at the centre of the service. This involves demonstrating empathy and understanding and building rapport with clients ensuring trust and confidence in the service. On the application form, candidates are asked to detail how they meet the following essential criteria:

• Good general level of education, to include GCSEs (at a minimum of Grade C), or equivalent qualification, in both English and Maths.
• Minimum of 6 months relevant experience providing a front-line customer service.
• IT literacy, as evidenced by substantial practical experience in the use of a range of Microsoft Office software, or other broad range of equivalent office software packages.

If shortlisted for interview, applicants will be asked to provide examples of how they have the key competencies to be successful in the role.

Hours: We have immediate vacancies for Call Advisors for Days & Nights, working a shift pattern of 2 x 11.5 hours shift (8am to 8pm), 3 days rest, 2 x 12 hours (8pm to 8am). This will be a 3 day rest rolling, rotating pattern. (Average 32.9 hours per week)

Salary: £26,409 (SP9) to £29,093 (SP15) per annum, pro rata based on the standard 37-hour week. The starting salary for the post is £26,409 per annum pro rata.

In return, we offer a range of benefits to employees including great on-job training, a contributory pension scheme, a health cash plan which can provide help with dental, optician and medical costs (including cover for dependent children in full time education up to 18 years of age), free employee health checks and a Cycle to Work scheme. Flexibility regarding working hours is also offered in some areas of the business. For further information on employee benefits go to the employee benefits section of our website.

Closing date for applications is 16 June 2025, unless otherwise stated. Radius reserves the right to enhance criteria to facilitate shortlisting. Radius is an Equal Opportunities Employer.

Skills: Customer Service, Call handling, Support, Communications

Benefits: Pension, Health Cash Plan, Cycle to Work Scheme