At a Glance
- Tasks: Handle emergency and non-emergency calls, providing vital support to customers in need.
- Company: Join a caring team at Taking Care, dedicated to helping over 110,000 customers.
- Benefits: Enjoy 34 days holiday, life insurance, wellness programmes, and hybrid working options.
- Other info: Flexible shifts with generous allowances for weekends and unsociable hours.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Customer service experience and ability to multitask in a fast-paced setting.
The predicted salary is between 28342 - 29714 € per year.
We are looking for more heroes who make a difference to people's lives on a daily basis.
Are you an enthusiastic, caring and flexible team player who has what it takes to remain calm and customer focused under pressure? We have an amazing opportunity for Emergency Call Handlers to work as part of our dedicated Resolution team handling alarm calls in an alarm monitoring centre supporting a diverse and largely vulnerable customer base.
Within this role, you will play a critical role in our response to both emergency and non-emergency calls, providing an essential, life-saving service to our customers. No two days are the same and we need someone who is flexible and can quickly adapt to changing situations with the ability to multi-task effectively, who is resilient and comfortable handling emotionally demanding calls to achieve positive outcomes for our customers.
It is the responsibility of the Emergency Call Handlers to remain calm, whilst reassuring the customer and gaining all the vital information to manage the situation. You will need to be comfortable navigating systems and used to working to predefined processes. When you receive a call, you are responsible for recording the right information, sometimes under difficult circumstances and offering reassurance to the caller, while assessing the support they need.
Not every call you deal with will be a matter of life or death but the way you listen, interpret and deal with the calls will make a vital difference to the customers we serve.
In return, you will receive a starting salary (based on a 40hr week) of £28,342.86 with progression to earn £29,714.29 on basic salary with additional training delivering the Brain In Hand service. In addition, generous allowances are payable for weekend and unsociable hours - you will be expected to work within a rota which includes these periods. You'll need to be able to work a mixture of early and late shifts, including weekends between the hours of 6am and 10pm. Your rota will be published 1 month in advance.
Who are We? Taking Care provides around the clock support to over 110,000 customers through our personal alarm service, we give our customers the confidence to live safely, well and remain in the home they love. Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide.
When will you be donning your cape and putting on your mask? We have vacancies for Emergency Call Handlers on 40 hours a week and are also interested in hearing from you if working certain hours on evenings and weekends is your thing.
Start Date: 29th June
Location: You will need to commit to an initial 3 weeks training period (5 full days a week). Training: Exeter Office. When you leave training, you will continue to work in a supported environment in our control centre with a mentor available to assist you if needed. Having an open, approachable environment in our offices is really important to us, so our team of managers and shift leaders will continue to be available for support and guidance once you are working independently.
What does a day in the life of our Emergency Call Handler look like?
- Assessing, controlling and arranging a swift and appropriate resolution to emergency situations by calling loved ones or if necessary, the fire, police or ambulance service.
- Accurately recording details of calls received using our systems.
- Swiftly taking action based on the information provided by customers.
- Guiding customers through the process of installing and testing their new alarm system.
- Remotely programming alarm equipment installed in a customer's home.
- Guiding customers through basic troubleshooting checks on alarm equipment and GPS wearable devices to assess faults, where appropriate pass information through to customer services department.
- Monitoring automatic signals from alarms and take action to resolve power or battery issues.
What skills and experience are we looking for?
- Comfortable working in a high volume contact centre environment.
- Confident, professional and caring with a patient manner on the telephone.
- Previous experience of dealing with customers.
- Experience in using various systems to keep records updated and use of Microsoft packages.
- Flexible and adaptable to change; comfortable dealing with new technology.
- The ability to multitask and follow procedures with an inquisitive nature.
- Able to demonstrate a high level of attention to detail.
- Demonstrate previous experience in a care, customer service or call centre environment (Desirable).
What's in it for you?
- 34 days holiday which is inclusive of bank holidays and your birthday off!
- Opportunity to partake in Shareplan.
- Life Insurance and Medical Insurance Lite.
- Wellness Programmes.
- Volunteering day.
- Pensions scheme.
- Long Service Awards, Discount Scheme, On-site Parking and Casual dress.
- Cycle to Work Scheme.
- Learning and Development Opportunities.
- Hybrid Working - You will have the opportunity to apply to work from home on some shifts once you have completed 6-months probation.
We'd love to hear from you if you have what it takes to be a hero.
Emergency Call Handler in Exeter employer: MindMatch
Taking Care is an exceptional employer that prioritises the well-being of its employees while providing a vital service to the community. With a supportive work culture, comprehensive training, and opportunities for personal growth, employees can thrive in their roles as Emergency Call Handlers. The generous benefits package, including 34 days of holiday, wellness programmes, and the potential for hybrid working, makes this position in Exeter not just a job, but a rewarding career path.
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler in Exeter
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Taking Care. Understand their mission and values, especially how they support vulnerable customers. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your calmness under pressure. Since you'll be handling emergency calls, think of scenarios where you might need to reassure someone in distress. Role-play with a friend or family member to get comfortable with responding to various situations while staying composed.
✨Tip Number 3
Show off your multitasking skills! During the interview, share examples of times you've successfully juggled multiple tasks. Whether it’s managing calls or navigating systems, demonstrating your ability to handle several things at once will make you stand out as a candidate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team. So, get your cape on and submit that application!
We think you need these skills to ace Emergency Call Handler in Exeter
Some tips for your application 🫡
Show Your Caring Side:In your application, let us see your enthusiasm for helping others. Share any experiences where you've made a difference in someone's life, especially in high-pressure situations. This role is all about being a hero, so highlight your caring nature!
Be Clear and Concise:When filling out your application, keep it straightforward. We want to see that you can communicate effectively, just like you would on the phone with a customer. Use bullet points if needed to make your skills and experiences stand out.
Tailor Your Application:Make sure to customise your application to fit the Emergency Call Handler role. Mention specific skills from the job description, like multitasking and dealing with emotionally demanding calls. Show us you understand what we’re looking for!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our amazing team!
How to prepare for a job interview at MindMatch
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of an Emergency Call Handler. Familiarise yourself with the types of calls you might handle and the importance of remaining calm under pressure. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've demonstrated excellent customer service, especially in high-pressure situations. Highlight how you reassured customers and resolved their issues effectively. This will illustrate your ability to handle emotionally demanding calls, which is crucial for this position.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says before responding. This shows that you value their input and are capable of understanding and interpreting information accurately—key skills for an Emergency Call Handler.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and adaptability. Think about how you would respond to various emergency situations and be prepared to discuss your thought process. This will demonstrate your critical thinking skills and your readiness to tackle the unexpected.
