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 opportunities for hybrid working.
- Other info: Flexible shifts with a supportive environment and excellent career development opportunities.
- Why this job: Be part of a life-saving service that empowers vulnerable customers to live safely at home.
- 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.
Emergency Call Handler (Permanent) in 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 and medical insurance, and opportunities for professional development. Our culture fosters teamwork and resilience, ensuring that you are equipped to make a meaningful impact while enjoying the flexibility of hybrid working after your probation period.
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 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 stay composed and confident when it counts!
✨Tip Number 3
Show off your multitasking skills! During interviews, share examples of times you've successfully juggled multiple tasks. This will demonstrate that you're ready for 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, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Emergency Call Handler (Permanent) in Heavitree
Some tips for your application 🫡
Be Yourself:When you're writing 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 how your skills match the job description. Mention any relevant experience in customer service or call handling, and how you’ve dealt with challenging situations before. This will help us see why you’d be a great fit!
Keep It Clear and Concise:We appreciate clarity! Make your application easy to read by using clear language and breaking up text into manageable sections. This helps us quickly understand your qualifications and experiences without getting lost in lengthy paragraphs.
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 the role. Plus, it’s super straightforward and user-friendly!
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 demonstrate your enthusiasm and suitability for the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled difficult customer interactions. Highlight your ability to remain patient and caring, especially in emotionally charged situations. This will show that you can provide the essential support needed for vulnerable customers.
✨Practice Multi-tasking Scenarios
Since the job requires quick thinking and multi-tasking, consider practising scenarios where you have to manage multiple tasks at once. You could simulate a call where you need to gather information while also reassuring the caller. This will help you feel more confident during the interview.
✨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 genuine interest in the position and helps you assess if the company culture aligns with your values.
