Emergency Call Handler (Full-Time) in Exeter

Are you ready to make a difference in people’s lives every day? We have an incredible opportunity for Emergency Resolution Centre Advisors to join our dedicated Resolution team. You will handle alarm calls in our 24/7/365 alarm monitoring centre, supporting a diverse and largely vulnerable customer base. In this role, you will play a critical part in responding to both emergency and non-emergency calls, providing essential, life-saving services to our customers. No two days are the same, and we need someone who is adaptable and can quickly respond to changing situations. You should be resilient and comfortable handling emotionally demanding calls to achieve positive outcomes for our customers.

As an Emergency Call Handler, it is your responsibility to remain calm, reassure the customer, and gather all vital information to manage the situation. You will need to be comfortable navigating systems and following predefined processes. When you receive a call, you are responsible for recording the correct information, sometimes under challenging circumstances, and offering reassurance to the caller while assessing their needs. Not every call will be a matter of life or death, but how you listen, interpret, and handle the calls will make a significant difference to the customers we serve.

In return, you will receive:

• A starting salary of £28,342.86 (based on a 40-hour week), with the opportunity to progress to £29,714.29 with additional training.
• Generous allowances for weekend and unsociable hours – you will be expected to work within a rota that includes these periods.
• A mixture of early and late shifts, including weekends, between the hours of 6 am and 10 pm. Your rota will be published one month in advance.

Who are we? As part of Taking Care, we provide around-the-clock support to over 110,000 customers through our personal alarm service, giving them 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 swift and appropriate resolutions to emergency situations by contacting loved ones or, if necessary, the fire, police, or ambulance service.
• Accurately recording details of calls received using our systems.
• Taking swift 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 and passing information to the customer services department when necessary.
• Monitoring automatic signals from alarms and taking 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.
• Resilience in handling a variety of emotionally demanding call types.
• Previous experience within a contact centre environment (desirable).
• Ability to work well under pressure.
• Flexible and adaptable to change; comfortable dealing with new technology.
• Ability to multitask and follow procedures with an inquisitive nature.
• Experience in using and navigating various systems comfortably.
• Proficiency in Microsoft Office packages.
• High level of attention to detail.
• Previous experience in a care, customer service, or call centre environment (desirable).

What’s in it for you?

• 34 days of holiday, inclusive of bank holidays, and your birthday off!
• Opportunity to participate in Shareplan.
• Life Insurance and Medical Insurance Lite.
• Wellness Programmes.
• 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 of 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.