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- Tasks: Provide emergency support and customer service to vulnerable clients during night shifts.
- Company: Cross Keys Homes, dedicated to community welfare and support.
- Benefits: Competitive salary, part-time hours, and the chance to make a real difference.
- Why this job: Join a vital service that helps those in need while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Flexible night shifts with opportunities for personal growth and development.
The predicted salary is between 29220 - 31799 £ per year.
As a Lifeline Adviser (Nights) for Cross Keys Homes you will need to be able to provide high standards of customer service to a wide range of customers by actively listening to and understanding the details of each contact, assessing and processing customer contact telephone calls for an emergency response, in line with individual customer contractual requirements. In addition, the Lifeline adviser will need to assess the calls for repairs for external customers under contract as cost effectively and efficiently as possible and to an agreed time frame.
The ideal candidate for this role will be someone who has had previous experience of working in a customer service or contact service environment and able to multi-task by having a conversation and updating systems at the same time. In addition, the successful candidate will need to have an excellent and clear telephone manner as well as being able to demonstrate good listening skills to ensure the timely resolution of the contact.
The successful candidate for this role will work 4 nights out of 7, from 2200hrs to 0700hrs. The Lifeline service is a 24/7 service and as such you will be expected to work bank holidays and weekends as they fall in the normal shift pattern.
We are looking for someone:
- To respond to all emergency alarm calls to the Lifeline Centre, prioritising and taking appropriate action to ensure the welfare of vulnerable and often elderly customers is maintained, taking accountability for the appropriate action taken for each emergency alarm activation.
- To meet set targets and standards for the service, including timescales for answering telephone calls in line with both the specific organisations’ and TSA regulatory requirements.
- To advise customers of their repairs-related responsibilities depending on the contract requirements, ensuring that customer expectations are managed appropriately.
- To assess and prioritise out of hours housing repairs, liaising directly with contractors on repair resolution and taking immediate action for emergency repairs.
- To deliver to the different requirements of the corporate contracts including the Social Services Emergency Duty Team for Adults and Children’s Services. Where appropriate make a referral to the Duty Social Worker to action. Safeguarding issues to be reported to the Safeguarding Team.
- To manage Cross Keys Homes out of hour’s emergency service, responding to repairs and housing needs. This includes finding suitable accommodation for families in the event that their home is not available.
- To respond to lone worker calls by assessing the situation and determining what action should be taken to ensure the safety of the employees.
- To make 999 calls when emergency services are required to deliver appropriate medical and emergency support. Liaising with and notifying relatives, carers, next of kin, internal & external agencies as appropriate (often in very emotional, stressful and delicate situations).
- To promote and sell the Lifeline service to prospective clients including the demonstration and installation of equipment as required. Where appropriate, identify additional Telecare needs and match technology to individual circumstances.
- To complete daily check calls to vulnerable clients to include birthday calls, vulnerable client welfare checks and equipment testing.
- To adhere at all times to data protection and client confidentiality.
DBS will be sought for successful candidate.
We reserve the right to close this advert early if sufficient interest is received. Therefore, if you are interested in the role, we encourage you to apply without delay!
No agencies please.
Lifeline Advisor Nights - 34hrs per week employer: Cross Keys Homes
Contact Detail:
Cross Keys Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lifeline Advisor Nights - 34hrs per week
✨Tip Number 1
Get to know the company! Research Cross Keys Homes and their Lifeline service. Understanding their values and mission will help you tailor your approach during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your phone skills! Since this role requires a clear telephone manner, try role-playing with a friend or family member. This will help you get comfortable with handling calls while multitasking, just like you'll need to do on the job.
✨Tip Number 3
Show off your customer service experience! Be ready to share specific examples of how you've handled challenging situations in the past. Highlighting your ability to listen and respond effectively will make you stand out as a candidate.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're proactive and serious about landing the Lifeline Advisor Nights role. Don’t wait too long – apply today!
We think you need these skills to ace Lifeline Advisor Nights - 34hrs per week
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your customer service experience. We want to see how your skills match the role of a Lifeline Advisor, so don’t hold back on showcasing relevant examples!
Show Off Your Listening Skills: Since this role requires excellent listening skills, consider including a brief example in your application that demonstrates how you’ve effectively listened and responded to customer needs in the past. We love a good story!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, especially since you'll be handling emergency calls. Make sure your application reflects that clarity!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the quickest way for us to receive your application and get to know you better!
How to prepare for a job interview at Cross Keys Homes
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Lifeline Advisor role. Familiarise yourself with the key responsibilities, such as responding to emergency calls and managing customer expectations. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role heavily relies on customer service, be prepared to share specific examples from your past experiences. Think of situations where you effectively handled difficult customers or resolved issues quickly. Highlighting these skills will show that you can maintain high standards of service under pressure.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says before responding. This not only shows that you’re engaged but also reflects the listening skills needed for the role. You might even want to prepare a few questions that demonstrate your understanding of the importance of communication in emergency situations.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you would handle emergencies or sensitive situations. Prepare by thinking through potential scenarios related to the job, like dealing with a distressed caller or prioritising urgent repairs. This will help you articulate your thought process and decision-making skills effectively.