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 hybrid working options.
- Other info: Flexible shifts with a supportive team and opportunities for professional growth.
- 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
Emergency Call Handler (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 in Exeter. 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. Join us to make a meaningful impact in the lives of our customers while enjoying a flexible work schedule and the chance to grow within a dedicated team.
Contact Details:
Taking Care Personal Alarms Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler (Permanent) in Devon, Heavitree
✨Tip Number 1
Get to know the company! Research Taking Care and their values. When you understand what they stand for, you can tailor your approach during interviews and show how you fit into their culture.
✨Tip Number 2
Practice your calmness under pressure. Since the 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 multitasking skills! During interviews, share examples of times you've successfully juggled multiple tasks. This will demonstrate your ability to handle the fast-paced environment of an emergency call handler.
✨Tip Number 4
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 Emergency Call Handler (Permanent) in Devon, Heavitree
Some tips for your application 🫡
Be Yourself:When you're filling out 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 your relevant experience and skills. If you've worked in a customer service or call centre environment before, shout about it! We love seeing how your background fits with what we do.
Show Your Flexibility:Since this role requires adaptability, mention any experiences where you've had to think on your feet or handle changing situations. We need someone who can juggle multiple tasks, 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 easiest way for us to get your application and ensures you’re considered for the role. Plus, you’ll find all the info you need about the position there!
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 discuss your previous customer service experience. Think of specific examples where you've demonstrated empathy, patience, and effective communication. This will highlight your ability to reassure callers and manage emotionally demanding situations.
✨Practice Multi-tasking Scenarios
During the interview, you may be asked how you would handle multiple tasks at once. Prepare by thinking of scenarios where you've successfully juggled various responsibilities. Practising these responses will help you convey your adaptability and problem-solving skills, which are crucial for this position.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training process, team dynamics, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
