At a Glance
- Tasks: Handle emergency and non-emergency calls, providing vital support to customers.
- Company: Join a caring team at Taking Care, supporting over 110,000 customers.
- Benefits: Competitive salary, generous holiday, wellness programmes, and hybrid working options.
- Other info: Dynamic work environment with ongoing support and training opportunities.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Customer service experience and ability to multitask under pressure.
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 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. 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. 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. 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.
Locations
Emergency Call Handler in Devon, Heavitree employer: Taking Care Personal Alarms Ltd
Taking Care is an exceptional employer that prioritises the well-being of its employees while making a significant impact on the lives of over 110,000 customers. With a supportive work culture, comprehensive training, and opportunities for career progression, employees can thrive in a dynamic environment that values flexibility and resilience. The generous benefits package, including 34 days of holiday, wellness programmes, and the potential for hybrid working, makes this role in Exeter not just a job, but a rewarding career choice.
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, Heavitree
✨Tip Number 1
Get to know the company! Research Taking Care and understand their mission. When you show genuine interest in what they do, it’ll shine through in your conversations and make you stand out as a candidate.
✨Tip Number 2
Practice your calmness under pressure. Since you'll be handling emergency calls, try role-playing scenarios with friends or family. This will help you stay composed and confident when it counts!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events. They can provide insider tips and might even refer you, which can give your application a boost.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, you can tailor your submission to highlight how your skills match the role of an Emergency Call Handler.
We think you need these skills to ace Emergency Call Handler 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 for the role and how your caring nature makes you a perfect fit for our team.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience. Mention any previous roles in customer service or care that showcase your ability to stay calm under pressure and handle emotionally demanding situations.
Showcase Your Skills:Don’t forget to emphasise your multitasking abilities and comfort with technology. We’re looking for someone who can navigate systems smoothly while keeping a cool head, so give us examples of how you've done this in the past!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our amazing team of heroes!
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 types of calls you might handle and the importance of remaining calm under pressure. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role involves dealing with vulnerable customers, be prepared to share examples from your past experiences where you've provided excellent customer service. Highlight situations where you remained patient and empathetic, especially during challenging interactions. This will demonstrate your suitability for the position.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says before responding. This shows that you value their input and can effectively communicate, which is crucial for an Emergency Call Handler. It also gives you a moment to think about your response.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess how you'd handle specific situations. Think of examples where you had to multi-task or adapt quickly to changing circumstances. Practising these scenarios will help you articulate your thought process and decision-making skills during the interview.
