At a Glance
- Tasks: Handle emergency calls and provide vital support to customers in need.
- Company: Join a caring team at Taking Care, dedicated to helping over 110,000 customers.
- Benefits: Enjoy 34 days holiday, life insurance, wellness programmes, and hybrid working options.
- Other info: Flexible shifts with generous allowances for unsociable hours and ongoing training.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Customer service experience and ability to multitask in a fast-paced setting.
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 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. 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 is 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.
Emergency Call Handler in Devon 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, comprehensive training, and opportunities for personal growth, employees can thrive in their roles as Emergency Call Handlers. The generous benefits package, including 34 days of holiday, wellness programmes, and the potential for hybrid working, makes this position in Exeter not just a job, but a rewarding career path.
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
✨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 their customers. This will help you connect your answers to what they care about.
✨Tip Number 2
Practice your calmness under pressure. Since you'll be handling emergency calls, think of scenarios where you might need to stay cool. Role-play with a friend or family member to get comfortable with responding to challenging situations.
✨Tip Number 3
Show off your multitasking skills! During the interview, share examples of times you've successfully juggled multiple tasks. Highlight how you managed to keep everything organised while still providing excellent customer service.
✨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 serious about joining the team and ready to don your cape as an Emergency Call Handler!
We think you need these skills to ace Emergency Call Handler in Devon
Some tips for your application 🫡
Show Your Caring Side:When writing your application, let your enthusiasm and caring nature shine through. We want to see how you can make a difference in people's lives, so share any relevant experiences that highlight your ability to stay calm and supportive under pressure.
Be Specific About Your Skills:Make sure to mention your experience in customer service or call handling. We’re looking for heroes who can multitask and follow procedures, so give us examples of how you've done this in the past. The more specific, the better!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. Highlight your flexibility, adaptability, and any tech-savvy skills you have, as these are key for our Emergency Call Handler role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Taking Care Personal Alarms Ltd
✨Know Your Role Inside Out
Before the 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
Prepare examples from your past experiences where you've successfully dealt with customers, especially in high-pressure situations. Highlight how you reassured callers and provided solutions, as this is crucial for the role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Flexibility and Adaptability
Since the job requires handling a variety of situations, be ready to discuss times when you've had to adapt quickly to changing circumstances. Share specific instances where you managed multiple tasks or adjusted your approach to meet customer needs effectively.
✨Practice Active Listening
During the interview, practice active listening by engaging with the interviewer’s questions and responding thoughtfully. This skill is vital for an Emergency Call Handler, so demonstrating it in your interview will show that you can effectively gather information and reassure customers during calls.
