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: Initial training provided, with ongoing support from mentors.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Customer service experience and ability to multitask in a fast-paced environment.
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 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.
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 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 career progression, employees can thrive in their roles as Emergency Call Handlers. Located in Exeter, the company offers generous benefits including 34 days of holiday, wellness programmes, and the chance for hybrid working after probation, making it an attractive place for those seeking meaningful and rewarding employment.
Contact Details:
Taking Care Personal Alarms Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler
✨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 vulnerable customers. This will help you connect with the team and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your calmness under pressure. As an Emergency Call Handler, you'll need to stay cool when things get hectic. Try role-playing scenarios with friends or family to get comfortable with handling tough calls while reassuring customers.
✨Tip Number 3
Show off your multitasking skills! During the interview, be ready to share examples of how you've successfully juggled multiple tasks in previous roles. Highlighting your ability to manage various situations will make you stand out as a flexible team player.
✨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 that you’re proactive and keen to join our amazing team of heroes at Taking Care.
We think you need these skills to ace Emergency Call Handler
Some tips for your application 🫡
Read the Job Description Carefully:Before you start writing your application, make sure to read through the job description thoroughly. We want to see that you understand what it means to be an Emergency Call Handler and how you can make a difference in people's lives.
Show Your Caring Nature:In your application, highlight your caring attitude and ability to remain calm under pressure. We’re looking for heroes who can reassure customers during tough times, so share any relevant experiences that showcase these qualities.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We love seeing how you fit into our team and the unique qualities you bring.
Apply Through Our Website:Make sure to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
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 experience in customer service or care. 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 managed competing priorities. You could even practice with a friend by simulating a call while taking notes or using a computer, as this reflects the real demands of the job.
✨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 for the position and helps you gauge if the company culture aligns with your values.
