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 making a difference.
- Benefits: Generous holiday, life insurance, wellness programmes, and hybrid working options.
- Other info: Flexible part-time shifts with excellent training and support.
- Why this job: Be a hero and help people during their most critical moments.
- Qualifications: Customer service experience and ability to stay calm under pressure.
The predicted salary is between 17005 - 17829 £ 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 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 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 24hr week) of £17,005.72 progressing to earn £17,828.57 basic salary when trained on 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 available for evening shifts, including weekends. We offer part-time options (16, 20, 24 hours per week, etc.), and can accommodate any combination of 4, 5, or 6-hour shifts, typically scheduled as 18:00-22:00, 17:00-22:00, or 16:00-22:00 respectively. Your rota will be published one 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.
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 - The training is ordinarily 8am-4pm. 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. If you would like to work in a business that saves lives, then get in touch. Please click apply today to be considered as an Emergency Call Handler.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Emergency Call Handler (Part-Time Evenings) in Exeter 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, generous benefits including 34 days of holiday and opportunities for personal development, our team members thrive in a dynamic environment where their contributions truly make a difference. Located in Exeter, we offer flexible part-time shifts and a commitment to employee growth, ensuring that every call handler feels valued and empowered in their role.
Contact Details:
Taking Care Personal Alarms Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler (Part-Time Evenings) in Exeter
✨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
Be ready to showcase your multitasking skills. During interviews, share examples of how you've successfully juggled multiple tasks in previous roles. This will demonstrate your ability to handle the fast-paced environment of an emergency call handler.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Emergency Call Handler (Part-Time Evenings) in Exeter
Some tips for your application 🫡
Show Your Caring Side:In your application, let us see your caring nature shine through! Share any experiences where you've helped others or handled tough situations with empathy. This role is all about making a difference, so we want to know how you can contribute.
Be Clear and Concise:When filling out your application, keep it clear and to the point. We appreciate straightforwardness, especially since you'll need to gather vital information quickly in this role. Make sure your skills and experiences are easy to spot!
Highlight Your Team Spirit:We're looking for team players, so don’t forget to mention your collaborative experiences! Whether it's working in a call centre or any other team environment, show us how you thrive in a group setting and support your colleagues.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right 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 Empathy
In this role, you'll be dealing with vulnerable customers, so it's crucial to demonstrate your caring nature. Prepare examples from your past experiences where you've shown empathy or provided excellent customer service. This will highlight your ability to connect with callers and reassure them during difficult situations.
✨Practice Multi-Tasking Scenarios
Since you'll need to juggle multiple tasks while on calls, practice scenarios where you have to listen, record information, and provide reassurance simultaneously. You could even role-play with a friend to simulate the pressure of handling emergency calls, which will help you feel more prepared and confident.
✨Ask Insightful Questions
At the end of your 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.
