Contact Centre Call Handler Full-time - Permanent position in ARC Call Handlers Worcester, West[...]

To provide the first point of contact service for individuals accessing support through Technology Enabled Care (TEC) devices in an efficient, effective and courteous manner. Responsible for TEC service users' safety and support in all aspects of their daily living. Ensure that service users' physical, emotional and social needs are met in accordance with their support plans, enabling them to live as independently as possible.

Main Duties and Responsibilities

• Answer calls within agreed SLA times and ensure care records are updated accordingly after every interaction and following the agreed protocols to ensure the welfare of people using the service.
• Carry out wellbeing and other scheduled service user calls as required.
• Provide the best care and support possible, in accordance with a person’s support needs, ensuring physical and mental wellbeing of each individual are given equal consideration.
• Deliver remote care, support and coordination in line with co‑produced plans, providing reassurance to the service user and/or loved one/carer when required.
• Establish meaningful relationships with the people we support and their loved ones, to understand their needs and ensure they feel informed and engaged.
• Responsible for the prioritisation of all alerts and notifications, working autonomously to provide proactive and reactive support, ensuring the appropriate escalation pathways are followed, in line with all regulations.
• Ensure accurate and appropriate clinical information is passed to staff and other health care professionals as required, to ensure the timely delivery of equipment and services e.g. Occupational Therapists, Engineers etc.
• Raise and report equipment repairs and requirements through contact with the relevant Service Centre for Engineer despatch.
• Complete all records and provide feedback to all agreed agencies – electronic and paper based accurately.
• Monitor the Technology Enabled Care (TEC) platform to determine and provide the appropriate response to meet people’s individual needs.
• Provide the first point of contact for individuals accessing support through TEC devices.
• Responsible for the mobilisation of responder/emergency services where appropriate ensuring the tracking of a timely response in accordance with Telecare Services Association (TSA) guidelines.
• Be a proficient user of all TEC systems, delivering the TEC support programme and contributing experience and feedback into the continual development and improvement of the service.
• Deliver remote, life‑enhancing support in line with the organisation’s TEC strategy and service model.
• Monitor alerts and support requests to ensure needs are met in line with the agreed process framework.
• Identify risks to customer service or safety, escalating any safeguarding issues or concerns to the line manager and/or clinicians as appropriate.
• Contribute to the management and mitigation of these risks, through use of TEC or otherwise, to ensure the quality, efficiency, and compliance of all support activity.
• Ensure that any manual records that need to be completed in the event of an electronic system shut‑down continue to comply with the relevant Standard Operating Procedures.
• Ensure the health, safety, and wellbeing of self, colleagues, and third parties supported by following the appropriate policies and procedures and escalating any concerns, complaints, or poor practice.

This job description shall not limit your role; you will also be expected to carry out any other duties that your supervisor feels are within your capabilities and skill set. The above information may not cover everything involved in the position but indicates the size and scope of the role and may be subject to change as the role develops. You will receive ongoing training and support.

Key Performance Indicators

• TSA standards met
• Call response times
• Customer Complaints

Qualifications

• Minimum 4 GCSE including English or equivalent - Essential

Skills and Knowledge

• Knowledge of TEC services or the public sector would be beneficial - Essential/Desirable
• Natural at developing relationships with others, working together as part of a team - Essential/Desirable
• Strong administrative skills – Use of the Microsoft suite and ability to learn internal systems - Essential/Desirable
• Must be able to work off their own initiative as well as part of a team - Essential/Desirable
• Must be flexible, adaptable and positive in their approach to work.
• Excellent communication skills required to interact with internal staff, prescribers, Service Users and Senior Managers.
• Healthcare sector experience preferred but not essential.

Others

• The Right to Work in the UK
• Complete a DBS of either a Standard or Enhanced Level
• As this service is a 24/7 function for care provision, candidates must be prepared to work on a rotating shift pattern for 24 hour coverage.
• Passionate about enabling people to live the life they want to lead.
• Setting a good example to others by role modelling our values.

Key Responsibilities

What You Bring

Experience Level: Entry Level

Why Join Us?

Join our team in ARC Call Handlers and make a difference! As well as competitive salaries, we offer a range of employee benefits: available for select roles only 33 days annual leave (inc bank holidays).