At a Glance
- Tasks: Handle emergency calls and provide vital support to customers in need.
- Company: Join a caring team at Taking Care, dedicated to making a difference.
- Benefits: Generous holiday, life insurance, wellness programmes, and hybrid working options.
- Other info: Flexible part-time hours with excellent training and career development.
- Why this job: Be a hero and help people during their most critical moments.
- Qualifications: Customer service experience and ability to stay calm under pressure.
The predicted salary is between 17005 - 17829 £ 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 a 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 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's 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 24hr week) of £17,005.72 progressing to earn £17,828.57 basic salary when trained on 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 available for evening shifts, including weekends. We offer part-time options (16, 20, 24 hours per week, etc.), and can accommodate any combination of 4, 5, or 6-hour shifts, typically scheduled as 18:00-22:00, 17:00-22:00, or 16:00-22:00 respectively. Your rota will be published one 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.
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 - The training is ordinarily 8am-4pm. 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. If you would like to work in a business that saves lives, then get in touch. Please click apply today to be considered as an Emergency Call Handler.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Emergency Call Handler (Part-Time Evenings) 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, generous benefits including 34 days of holiday and opportunities for professional development, our team members are empowered to grow in their roles. Located in Exeter, we offer flexible part-time shifts and a collaborative environment where every call handled makes a meaningful difference in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler (Part-Time Evenings) in Exeter
✨Tip Number 1
Get to know the company! Research Taking Care and understand their mission. When you show genuine interest in what they do, it’ll shine through in your conversations and make you stand out as a candidate.
✨Tip Number 2
Practice your calmness under pressure. Since you'll be handling emergency calls, try role-playing scenarios with friends or family. This will help you get comfortable with the types of situations you might face and how to respond effectively.
✨Tip Number 3
Be ready to showcase your multitasking skills! During interviews, share examples of times you've successfully juggled multiple tasks. This will demonstrate that you can handle the fast-paced environment of an emergency call handler.
✨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 and making a difference in people’s lives.
We think you need these skills to ace Emergency Call Handler (Part-Time Evenings) 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 your skills and experiences without wading through unnecessary fluff. Use bullet points if you can – it makes it easier for us to spot what makes you a great fit!
Tailor Your Application:Make sure to customise your application to match the job description. Mention specific skills like multitasking and handling emotionally demanding calls. Show us that you understand what it takes to be an Emergency Call Handler and how you fit the bill!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into our hands quickly. Plus, it shows us you're keen on joining our team at StudySmarter. Don’t wait too long – we might close applications early!
How to prepare for a job interview at MindMatch
✨Know the Role Inside Out
Before your interview, make sure you understand what being an Emergency Call Handler involves. Familiarise yourself with the responsibilities mentioned in the job description, like handling emergency calls and providing reassurance to customers. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Calmness Under Pressure
Since this role requires you to remain calm during emotionally demanding situations, think of examples from your past experiences where you've successfully managed stress. Be ready to share these stories during the interview to demonstrate your ability to handle high-pressure scenarios effectively.
✨Highlight Your Customer Service Skills
This position is all about helping people, so be prepared to discuss your previous customer service experience. Share specific instances where you went above and beyond for a customer or resolved a difficult situation. This will illustrate your caring nature and commitment to making a difference in people's lives.
✨Prepare Questions to Ask
Interviews are a two-way street, so come armed with thoughtful questions about the company culture, training process, and support available to new hires. This shows that you're not only interested in the job but also in how you can thrive within the team. Plus, it gives you a chance to assess if this is the right fit for you!
