At a Glance
- Tasks: Handle emergency and non-emergency calls, providing vital support to customers in need.
- Company: Join a caring team dedicated to making a difference in people's lives.
- Benefits: Enjoy 34 days holiday, life insurance, wellness programmes, and opportunities for hybrid working.
- Other info: Flexible shifts with a supportive team and excellent career development opportunities.
- Why this job: Be a hero by saving lives and supporting vulnerable customers every day.
- Qualifications: Customer service experience and ability to multitask in a fast-paced environment.
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 a 24/7/365 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'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 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.
Location: You will need to commit to an initial 2 weeks' training period (5 full days a week). Training: It will either be Ashburton or 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. 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.
Locations
Emergency Call Handler in Devon, Exeter employer: Taking Care Personal Alarms Ltd
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, wellness programmes, and opportunities for professional development, employees are empowered to grow in their roles. Located in Exeter, our team enjoys a collaborative environment with accessible management, ensuring that every call handler feels valued and equipped to make a meaningful impact in people's lives.
Contact Details:
Taking Care Personal Alarms Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler in Devon, 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 team and show that you're genuinely interested.
✨Tip Number 2
Practice your calmness under pressure. As an Emergency Call Handler, you'll need to stay cool when things get hectic. Try role-playing scenarios with friends or family to get comfortable with handling tough calls while reassuring customers.
✨Tip Number 3
Show off your multitasking skills! During the interview, share examples of times you've juggled multiple tasks successfully. This will demonstrate that you can handle the fast-paced environment of a call centre.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our team of heroes making a difference every day.
We think you need these skills to ace Emergency Call Handler in Devon, Exeter
Some tips for your application 🫡
Show Your Caring Side:In your application, let us see your enthusiasm for helping others. Share experiences where you've made a difference in someone's life, especially in high-pressure situations. This role is all about being calm and caring, so highlight those qualities!
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 using systems, to show us you're the perfect fit for our team.
Apply Early!:Don’t wait until the last minute to submit your application. We might close the vacancy early if we get enough applications, so get yours in as soon as you can through our website. We can't wait to hear from you!
How to prepare for a job interview at Taking Care Personal Alarms Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of an Emergency Call Handler. Familiarise yourself with the job description and think about how your skills align with the requirements. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Stay Calm Under Pressure
Since this role involves handling emergency calls, it's crucial to demonstrate your ability to remain calm and composed. During the interview, share examples from your past experiences where you successfully managed stressful situations. This will highlight your resilience and suitability for the job.
✨Practice Active Listening
As an Emergency Call Handler, listening is key. In your interview, practice active listening by paying close attention to the interviewer’s questions and responding thoughtfully. This will not only show your communication skills but also reflect your ability to reassure and support customers effectively.
✨Show Your Caring Nature
This role is all about making a difference in people's lives, so be sure to convey your caring attitude during the interview. Share stories that illustrate your empathy and commitment to helping others. This will resonate well with the interviewers and demonstrate that you have the heart for the job.
