Emergency Call Handler (Part-Time Evenings) in Devon, Exeter

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.

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. 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.

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.

Taking Care provides around the clock support to over 110,000 customers through our personal alarm service, giving our customers the confidence to live safely, well, and remain in the home they love. 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.
• 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 taking action to resolve power or battery issues.
• Comfortable working in a high volume contact centre environment.
• Confident, professional and caring with a patient manner on the telephone.
• Experience in using various systems to keep records updated and use of Microsoft packages.
• Flexible and adaptable to change; Demonstrate previous experience in a care, customer service or call centre environment (Desirable).

Benefits include:

• 34 days holiday which is inclusive of bank holidays and your birthday off!
• Life Insurance and Medical Insurance Lite.
• Wellness Programmes.
• 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.

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.