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- Tasks: Take inbound alarm calls and ensure customer safety and wellbeing.
- Company: Join Hanover, a Scottish charity dedicated to supporting older people.
- Benefits: Flexible hybrid work, competitive pay, and the chance to make a difference.
- Other info: Work in a supportive environment with opportunities for personal growth.
- Why this job: Be a vital part of a team that helps people live independently and safely.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 24000 - 36000 £ per year.
Telecare Operator – Casual
Hanover (Scotland) Housing Association Ltd has been housing and supporting people in Scotland for more than forty years. Our core purpose is to help older people feel safe, secure, and live independent lives. We manage over 5,000 homes throughout Scotland and provide telecare, community alarm, and call centre services to more than 40,000 people. Our services include emergency alarm monitoring, lone worker monitoring, safety monitoring for domestic violence victims, and out-of-hours property maintenance. Hanover is a Scottish Charity and a Registered Property Factor.
Role Description
Hanover Scotland\’s Customer Service Centre operates a control room of dedicated Telecare Operators who support Hanover’s customers nationwide.
- You will take inbound alarm calls and determine the reason for each call.
- Coordinate vital activities to ensure the safety and wellbeing of our customers.
- Work 24/7 as the centre operates 365 days a year.
- Provide external Repairs and services to approximately 35 external customers, including answering Door Entry Calls, Repairs, and General Enquiry calls.
- Answer Door Entry Calls, Repairs and General Enquiry calls as relief staff.
About You
As this is a hybrid role, you must be able to work from home professionally and handle calls continuously throughout your shift. Due to the critical nature of the role, a strong and stable internet connection is contractually required to perform this role.
- 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.
- Empathy towards older persons and the ability to 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.
- Full background and pre‑employment checks will be conducted where an offer of employment is made.
Seniority level
- Entry level
Employment type
- Full‑time
Job function
- Management and Manufacturing
- Non‑profit Organization Management
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Telecare Operator - casual employer: HANOVER (SCOTLAND) HOUSING ASSOCIATION LTD
Contact Detail:
HANOVER (SCOTLAND) HOUSING ASSOCIATION LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telecare Operator - casual
✨Tip Number 1
Get to know Hanover and what they stand for! Research their values and services so you can show genuine interest during your interview. We want to see that you’re passionate about helping others, especially older people.
✨Tip Number 2
Practice your communication skills! As a Telecare Operator, you'll need to be clear and effective on the phone. Try role-playing with a friend or family member to get comfortable handling different types of calls.
✨Tip Number 3
Show off your empathy! Think of examples from your past where you've helped someone in a tough situation. We love to see candidates who can build rapport and understand the needs of our customers.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re serious about joining our team at Hanover and making a difference in people's lives.
We think you need these skills to ace Telecare Operator - casual
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Telecare Operator role. Highlight your passion for helping others, especially older people, and showcase any relevant experience you have in customer service or care.
Showcase Your Communication Skills: Since this role involves taking inbound calls, it's crucial to demonstrate your strong communication skills. Use clear and concise language in your application, and consider including examples of how you've effectively communicated in past roles.
Emphasise Your Flexibility: The job requires working 24/7, so it’s important to show that you’re adaptable and open to change. Mention any previous experiences where you’ve had to adjust to new situations or work schedules.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the details you need about the role and our organisation there!
How to prepare for a job interview at HANOVER (SCOTLAND) HOUSING ASSOCIATION LTD
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Telecare Operator. Familiarise yourself with the services Hanover provides, especially around emergency alarm monitoring and customer support. This will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Communication Skills
As a Telecare Operator, effective communication is key. During the interview, practice clear and concise responses. You might even want to prepare examples of how you've successfully communicated in past roles, especially in challenging situations. This will demonstrate your ability to handle calls professionally.
✨Demonstrate Empathy and Patience
Given the nature of the role, it's crucial to convey your empathy towards older persons. Think of scenarios where you've had to be patient and understanding, and be ready to share these experiences. This will highlight your suitability for a position that requires compassion and care.
✨Prepare for Technical Questions
Since this is a hybrid role, be prepared to discuss your technical setup at home. Ensure you have a stable internet connection and be ready to explain how you would manage calls effectively from your home environment. This shows you're proactive and ready to meet the job's requirements.