Telecare Operator - Nightshift

Telecare Operator – Nightshift

Location: Edinburgh/Glasgow/Elgin - Hybrid

Working Hours: 28 hours per week

Remuneration: £25,875 Starting Salary (salary during 6 month probation period)

£27,283 Salary (upon completion of successful probation)

About the Role

Hanover Scotland's Customer Service Centre is operated by dedicated Telecare Operators who support Hanover’s customers nationwide.

At Hanover, some of our customers need help to feel safe and secure at home. Our Telecare Operators are vital in providing this critical service.

This exciting Telecare Operator role offers 28 hours per week on average, following a 5 on, 5 off pattern roster, 10pm-6am.

Your customers will be nationwide and as the voice of Hanover you will be taking inbound alarm calls, determining the reason for a call, and coordinating vital activities to ensure the safety and wellbeing of our customers.

Every call is different as our Customer Service Centre operates 365 days a year, 24 hours a day and you will discover a real variety of customer situations meaning that each day brings something new.

About You

As this is a hybrid role, you must be able to work from home professionally and handle calls continuously throughout your shift. You will also be expected to work from the office a few times per month to collaborate with your team and attend in-person meetings. Due to the critical nature of the role, a strong and stable internet connection is contractually required in order to perform this role.

• To join us, you need to have a genuine passion for providing care and help to people.
• Resilient, proactive, and self-confident.
• Strong, clear and effective communication skills
• Ability to input information whilst listening to calls
• Unwavering patience and understanding.
• Ability to empathise with older persons and comfortably build rapport in difficult situations.
• Flexible and adaptable, open to change and new ways of working
• Must hold the right to live and work in the UK without sponsorship.

Please note that a full background check and pre-employment checks will be conducted where an offer of employment is made.

What We Offer

Hanover offers a supportive and friendly environment where our people are valued and appreciated. We are a Scottish Living Wage employer as well as being a Gold IIP Wellbeing and Young Person’s Guarantee employer. Your hard work and drive to succeed are rewarded through:

• Competitive salary and pension options.
• Hybrid Working Model.
• Health and Wellbeing support networks including Mental Health First Aiders and a 24/7 GP helpline.
• Employee counselling service upon assessment.
• Access to our Hanover Perks platform which includes high street discounts and health cash plan.
• Cycle to work scheme.
• Tech Scheme.
• Family friendly policies.
• Payment of PVG or Disclosure check.

Equal Opportunities

Hanover are firmly committed to equality, diversity and inclusion for all. As an accredited Disability Confident Employer, we will interview all disabled candidates who meet the minimum requirements of the role.