My client have vacancies in Exeter and Torbay for Emergency Call Handlers on 40 hours a week (including evenings, weekends and seasonal holidays on a rota basis where generous allowances are payable). The shifts will be 8 hours between 6am and 10pm.
You will need to commit to an initial 4-week training period (5 full days a week).
The role will be working in their dedicated Resolution team handling alarm calls supporting a diverse and largely vulnerable customer base.
They 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 their customers. You will need to be adept at navigating systems.
The role
- Assessing, controlling and arranging a swift and appropriate resolution to emergency situations by calling loved ones, the fire, police or ambulance service
- Accurately recording details of all calls received using their computer systems
- Swiftly taking action based on the information provided by customers in traumatic and life endangering situations
- Guiding customers through the process of installing and testing their new alarm system
- Remotely programming alarm equipment installed in a customer's home
- Hand-holding customers through basic troubleshooting checks on alarm equipment and GPS enabled 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
Skills & experience
- Comfortable working in a high contact volume environment
- Confident, professional and caring with a patient manner on the telephone
- Ideally 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)
Benefits
- 26 days holiday plus bank holidays which includes your birthday off!
- Opportunity to partake in Shareplan
- Life and Medical Insurance Lite and Healthcare Cash Plan
- Wellness Programmes
- Long Service Awards, Discount Scheme – giving you access to online cash back, childcare vouchers, retail discounts, and cycle to work schemes. 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.
- Free Personal Alarm
- Learning and Development opportunities.