Fully Remote Call Centre Advisor – Midianet | UK-Based in Birmingham

Company Overview

Midianet is a trusted provider of emergency response services, offering top-tier support to sheltered housing residents and individuals living independently across the UK. With a reputation for excellence and compassion, the company delivers life‑saving assistance through its remote call centre operations. Reed Birmingham has been retained to recruit over 20 Call Centre Advisors for this expanding team.

Location: Remote (UK‑based only)

Salary and Hours

• Salary: £20,483.84 per year
• Hours: 32 hours per week
• Job Type: Full‑time, permanent
• Shifts: Early and late shifts available
• Weekend work required fortnightly
• Bank holidays may be required (with hours given back in lieu)

Job Summary

As a Call Centre Advisor, you will serve as the first point of contact for emergency alarm calls. Your role is vital in supporting vulnerable individuals, ensuring their safety and wellbeing through timely and empathetic responses. You’ll handle a high volume of varied calls, working with customers, care home managers, emergency services, and other stakeholders. This position is ideal for someone with strong communication skills, a calm and patient demeanor, and a genuine desire to help others. You’ll be part of a supportive team that values professionalism, empathy, and collaboration.

Key Responsibilities

• Respond promptly to emergency alarm calls, ensuring swift and efficient action
• Support sheltered housing residents and individuals living independently
• Deliver exceptional customer service with empathy and professionalism
• Manage challenging conversations with tact and control
• Maintain confidentiality and uphold professional standards in every interaction
• Collaborate with team members to ensure consistent service delivery
• Accurately record call details and follow established procedures
• Use initiative to resolve issues and elevate when necessary

Required Skills and Qualifications

• Experience in a call centre role handling high volumes of incoming calls
• Background in Local Authorities, Emergency Services, retail call centres, or British Telecom control centres is highly desirable
• Ability to follow detailed and sometimes lengthy processes
• Solid general education
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Strong attention to detail and accurate data entry skills
• Excellent spoken and written communication skills
• Ability to remain calm, patient, and tactful under pressure
• Organised, reliable, and detail‑oriented
• Proactive problem‑solver with initiative

Shift Information

• Early and late shifts available
• Weekend shifts required every other week
• Some bank holiday coverage required (with time off in lieu)

Why Join Midianet?

Midianet offers a rewarding career path for individuals who want to make a difference. You’ll be part of a company that provides essential services to vulnerable communities, backed by a team that values empathy, professionalism, and teamwork. This role offers the chance to save lives, support those in need, and grow within a meaningful and impactful organisation.

How to Apply

To apply for this opportunity, click here to submit your application. Be sure to include a tailored CV that highlights your experience in customer service, call centre operations, and emergency response.