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: Competitive salary, generous holiday, wellness programmes, and opportunities for hybrid working.
- Other info: Flexible shifts with a supportive team and excellent career development opportunities.
- Why this job: Be part of a life-saving service and gain valuable experience in a dynamic environment.
- Qualifications: Customer service experience and ability to remain calm under pressure.
The predicted salary is between 28342 - 29714 £ per year.
Are you an enthusiastic, caring and a 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. 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 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.
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. We love what we do and are proud of the service we provide.
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 3 weeks' training period (5 full days a week). Training: 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.
Locations
999 Emergency Call Taker (Permanent) in Devon, Heavitree employer: Taking Care Personal Alarms Ltd
At Taking Care, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment for our Emergency Call Handlers. With a strong focus on employee well-being, we provide generous benefits including 34 days of holiday, life insurance, and opportunities for professional development, all while fostering a culture of teamwork and resilience. Our Exeter office is not just a workplace; it's a community where you can make a real difference in the lives of our vulnerable customers, ensuring they feel safe and supported every day.
Contact Details:
Taking Care Personal Alarms Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 999 Emergency Call Taker (Permanent) in Devon, Heavitree
✨Tip Number 1
Get to know the company! Research Taking Care and their mission. When you understand what they stand for, you can tailor your approach during interviews and show how your values align with theirs.
✨Tip Number 2
Practice your calmness under pressure. Since this role involves handling emergency calls, try role-playing scenarios with friends or family. This will help you feel more prepared and confident when those challenging calls come in.
✨Tip Number 3
Show off your flexibility! Be ready to discuss times when you've adapted to change or handled multiple tasks at once. This will demonstrate that you're the perfect fit for a dynamic environment like a 24/7 call centre.
✨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 Taking Care.
We think you need these skills to ace 999 Emergency Call Taker (Permanent) in Devon, Heavitree
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm and caring nature. Remember, we’re looking for team players who can stay calm under pressure.
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences match what we're looking for. Mention any previous customer service or call centre experience, and how it relates to handling emergency calls. This will help us see why you’d be a great fit!
Keep It Clear and Concise:We appreciate clarity! Make your application easy to read by using clear language and keeping your points concise. Avoid jargon and get straight to the point about your relevant skills and experiences. We want to understand your qualifications quickly!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the info you need about the role and our company culture there. 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 Taker. Familiarise yourself with the types of calls you might handle and the importance of remaining calm under pressure. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled difficult situations or provided exceptional customer service. Highlight your ability to reassure callers and gather vital information, as this is crucial for the role.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says and asking clarifying questions. This shows that you can effectively communicate and understand the needs of customers, which is key in emergency situations.
✨Demonstrate Flexibility and Adaptability
Be ready to discuss how you've adapted to changing situations in previous roles. Share specific examples that illustrate your flexibility, especially in high-pressure environments, as this is essential for success in the fast-paced world of emergency call handling.
