Senior Lifeline Advisor – Nights (34 hours per week) in Peterborough

As a Senior Lifeline Adviser for Cross Keys Homes, you will need 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 obligations. The Senior Lifeline Adviser will also need to assess 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 is able to multi-task by having a conversation and updating systems simultaneously. 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.
• Meet set targets and standards for the service including timescales for answering telephone calls in line with quality standards.
• Advise customers of their repairs-related responsibilities depending on the contract requirements, ensuring that customer expectations are managed appropriately.
• Assess and prioritise out of hours housing repairs, liaising directly with contractors on repair resolution and taking immediate action for emergency repairs.
• 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.
• Manage Cross Keys Homes out of hours emergency accommodation service, including finding suitable accommodation for families in the event that their home is not available.
• Respond to lone worker calls by assessing the situation and determining what action should be taken to ensure the safety of the employees.
• 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).
• Perform general administration duties including actioning the incoming post, emails, cleaning and reprogramming of returned equipment, and scheme line testing.
• In the absence of a Team Leader, take responsibility for the shift.
• Adhere at all times to data protection and client confidentiality.

Requirements:

• High standard of written and oral communication, particularly with the ability to communicate clearly and with empathy with clients who may be in crisis or have special needs.
• Confident and able to deal with difficult situations or customers in a polite, calm, diffusing way.
• Strong administrative skills; accurate and speedy with a high standard of attention to detail.
• Intermediate level understanding and competence of Microsoft applications and databases (Word, Excel, and Outlook).
• Ability to use Language Line in order to provide translation when needed.
• Ability to work effectively on your own, as a team member, and with colleagues across agencies.
• Able to work flexibly to meet the different circumstances and challenges.
• Full UK driving licence and access to a suitable vehicle.
• Basic DBS check required.

The Company:

A commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources, and passion. Our dynamic approach has made us one of the region's leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough and the surrounding area, we are committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to our approach to adapting to change, and we will continue to grow our business in today's fast-paced operating environment.

There's more to building communities than building homes. In addition to providing quality homes and delivering excellent landlord services, we also provide care at home and at our two extra care communities in Peterborough, as well as around-the-clock support through our LifeLine personal alarm service. Our community investment programme sees us working with specialist partners to bring a range of employment, wellbeing, and family-friendly services to the heart of our communities with a rapidly expanding digital support offer too.

CKH actively seeks to continue to build an inclusive environment for its employees and the communities it serves and welcomes applications from people from all backgrounds. At CKH, everything we do is about the people who live in our homes and access our services. So we know we need the best people to deliver the outstanding services and support our communities deserve. No matter where your career with us takes you, you'll be part of a team that makes a difference and creates opportunities that change lives.

As well as working to create sustainable, prosperous communities, we're also keen to build a workplace community where you can feel supported by colleagues and enjoy your time at work. With a broad range of backgrounds and experience, our team is united by our shared values: action, commitment, excellence, integrity, and teamwork. If that sounds like you, we'd love to hear from you.

Benefits:

• A great pension scheme: we will double your contribution up to a maximum of 10% and include Life Cover.
• Generous holiday entitlement; 25 days plus bank holidays increasing with time.
• Flexible family-friendly and carers policies that allow a range of paid and unpaid leave.
• CKH Rewards benefits platform including cashback on purchases, instant vouchers, and reloadable gift cards.
• Westfield Health giving access to a range of benefits such as 24-hour DoctorLine, Employee Assistance Programme, money back for glasses and dental treatment (after probation).