At a Glance
- Tasks: Handle emergency and non-emergency calls, providing vital support to customers in need.
- Company: Join a caring team at Taking Care, supporting over 110,000 customers daily.
- Benefits: Competitive salary, generous holiday, wellness programmes, and opportunities for hybrid working.
- Other info: Flexible shifts with a mix of early and late hours, plus ongoing training and mentorship.
- 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 remain calm 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.
Emergency Call Handler in 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 in Exeter, generous benefits including 34 days of holiday, life insurance, and opportunities for hybrid working, we foster an environment where team members can grow and thrive. Join us to be part of a dedicated team that values your contributions and offers meaningful career development in a rewarding role.
Contact Details:
Taking Care Personal Alarms Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler in Heavitree
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Taking Care. Understand their mission and values, and think about how your skills as an Emergency Call Handler can align with their goal of providing excellent customer service.
✨Tip Number 2
Practice your calmness under pressure. Since this role involves handling emergency calls, try role-playing scenarios with friends or family. This will help you get comfortable with the types of situations you might face and how to respond effectively.
✨Tip Number 3
Show off your multitasking skills! During the interview, be ready to share examples of times when you've successfully managed multiple tasks at once. This will demonstrate that you're adaptable and can handle the fast-paced environment of a call centre.
✨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 making a difference in people’s lives.
We think you need these skills to ace Emergency Call Handler in Heavitree
Some tips for your application 🫡
Show Your Caring Side:In your application, let us see your enthusiasm for helping others. Share any experiences where you've made a difference in someone's life, especially in high-pressure situations. This role is all about being a hero, so don’t hold back!
Be Clear and Concise:When filling out your application, keep it straightforward. We want to see your skills and experiences without wading through fluff. Use bullet points if you can – it makes it easier for us to spot what makes you a great fit!
Tailor Your Application:Make sure to align your application with the job description. Highlight your ability to stay calm under pressure and your experience in customer service. We love seeing how your unique background fits into our mission of caring for customers.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this amazing opportunity. 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 making a difference.
✨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 support to someone in need. This will highlight your suitability for the position and reassure the interviewer of your ability to handle emotionally demanding calls.
✨Practice Active Listening
During the interview, practice active listening by responding thoughtfully to the interviewer's questions. This skill is vital for an Emergency Call Handler, as you'll need to gather important information quickly. Show that you can listen carefully and respond appropriately, which will reflect your ability to manage calls effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you'd handle specific situations. Think about potential emergency scenarios and how you would respond. Practising these responses will help you feel more prepared and confident during the interview, showcasing your problem-solving skills and ability to think on your feet.
