At a Glance
- Tasks: Be the calm voice in a crisis, providing support and reassurance to those in need.
- Company: Join PA Housing, where empathy and integrity are at the heart of our mission.
- Benefits: Enjoy high street discounts, health cash plans, and generous annual leave.
- Other info: Work 4 days on, 4 days off with extended breaks to recharge.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in customer service, strong listening skills, and a passion for helping others.
The predicted salary is between 24000 - 28000 £ per year.
Do you have the calm voice people need in a crisis? Can you bring empathy, resilience, and quick thinking to every conversation? At PA Housing, our Emergency Call Handlers (known internally as Service 24 Coordinators) are a vital part of the team – the first line of support for our most vulnerable customers when they need help the most. Based in our Service 24 department, you’ll be answering emergency calls and maintenance requests, providing reassurance, support, and decisive action. This is more than a job – it’s a chance to truly make a difference.
What’s in it for you? Alongside a rewarding role, we offer some great benefits:
- High street discount schemes
- Health cash plans
- 26 days’ annual leave, increasing to 29 after three years (plus the option to buy more)
- Flexible bank holidays – use them when it suits you
- Car leasing scheme
Please note: Due to the nature of this role, it is based fully in the office – there is no option for homeworking. Our shift pattern will be 4 days on, 4 days off, working 8pm - 6am, giving you regular extended breaks to recharge and reset.
What you’ll be doing… As an Emergency Call Handler, you’ll be the reassuring voice in a crisis and the organised mind in an emergency. Here’s a snapshot of what the role involves:
- Answering emergency calls and assessing what immediate action is needed
- Supporting customers with a calm and sensitive approach, including those with mental health challenges
- Contacting emergency services or contractors where necessary
- Taking ownership of emergency repairs and escalating where vulnerability is identified
- Handling requests through phone, email, web chat, and app queries
- Programming and testing Lifeline and safety equipment in sheltered schemes
- Carrying out daily welfare calls to ensure tenant wellbeing
- Managing repair requests and logging all relevant data accurately in our systems
- Writing clear reports of incidents and escalating to appropriate teams or agencies
- Supporting with general admin tasks across Service 24 and the wider organisation
What we’re looking for… This role is all about people – being the person they trust and rely on in stressful situations. You don’t need a housing background, but you will need:
- Experience working in a pressurised customer service environment
- Empathy, patience, and strong listening skills
- Confidence in using IT systems, entering and managing data accurately
- Familiarity with Microsoft Office and other common software tools
- Flexibility to work shifts across a 24-hour, 365-day service if required
- Excellent communication and a friendly, reassuring manner
What you can bring to us... Passion, commitment, resilience and a willingness to put people first. At PA Housing, respect, integrity, and accountability aren’t just buzzwords – they guide everything we do. If you’re passionate about helping others and staying calm under pressure, this could be the role for you.
Emergency Call Handler in Leicester employer: Paragon Asra Housing Limited
At PA Housing, we pride ourselves on being an exceptional employer, offering a supportive work culture where empathy and resilience are valued. Our Emergency Call Handlers play a crucial role in making a difference in the lives of our vulnerable customers, and we provide extensive benefits including flexible bank holidays, health cash plans, and generous annual leave. With opportunities for personal growth and a commitment to employee wellbeing, working with us means being part of a team that truly cares.
Contact Details:
Paragon Asra Housing Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler in Leicester
✨Tip Number 1
Practice your calm voice! Before the interview, try role-playing emergency scenarios with a friend. This will help you get comfortable with responding to stressful situations while maintaining that reassuring tone.
✨Tip Number 2
Show off your empathy! During interviews, share specific examples of how you've helped someone in a tough spot. This will demonstrate your ability to connect with people and provide the support they need.
✨Tip Number 3
Be ready to think on your feet! Prepare for situational questions that test your quick thinking. Practising these can help you feel more confident when faced with unexpected scenarios during the interview.
✨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 genuinely interested in joining our team at PA Housing.
We think you need these skills to ace Emergency Call Handler in Leicester
Some tips for your application 🫡
Show Your Empathy:In your application, let us see your empathetic side! Share experiences where you've helped others in tough situations. This role is all about being the calm voice in a crisis, so highlight those moments that showcase your ability to connect with people.
Be Clear and Concise:When writing your application, keep it straightforward. We want to see your communication skills shine, so avoid jargon and get straight to the point. Make sure your sentences are clear and easy to understand, just like how you’d communicate with someone in need.
Highlight Relevant Experience:Even if you don’t have a housing background, we want to know about your customer service experience. Talk about any roles where you’ve worked under pressure or dealt with sensitive situations. This will show us you’re ready for the challenges of being an Emergency Call Handler.
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 company culture there.
How to prepare for a job interview at Paragon Asra Housing Limited
✨Show Your Empathy
During the interview, demonstrate your ability to empathise with others. Share examples from your past experiences where you’ve had to handle sensitive situations or support someone in distress. This will show that you understand the importance of being a calming presence in a crisis.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your quick thinking and decision-making skills. Think about how you would respond to various emergency situations and be ready to articulate your thought process clearly. Practising these scenarios can help you feel more confident.
✨Familiarise Yourself with IT Systems
Since the role involves using IT systems to log data and manage requests, brush up on your tech skills. Be prepared to discuss your experience with Microsoft Office and any other relevant software. Showing that you’re comfortable with technology will give you an edge.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of emergencies you might handle, or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
