We are seeking a dedicated Call Handler to provide a professional and efficient call handling service. The role involves responding to emergency telecare calls and other related duties to ensure the safety and well-being of our users.
Main Responsibilities:
- Operate on a rotational shift pattern covering nights, 4 nights a week, 37 hours from 21:45 - 07:30, including weekends and bank holidays.
- Contribute to the effective running of the service area through attendance at meetings and training events as required.
- Provide a professional call handling service by dealing sensitively with a diverse customer base and maintaining confidentiality at all times.
- Operate computerized call handling equipment to the standards set by the Telecare Services Association (TSA).
- Maintain and update both manual and computerized client information systems, recording all incidents and actions accurately.
- Respond to emergency calls, assess urgency, and take appropriate actions as per procedures.
- Create new service users on the call handling system before equipment installation.
- Process customer paperwork and contracts in line with set procedures.
- Respond to out-of-hours calls and initiate action by contacting appropriate agencies, relatives, and emergency services as required.
- Perform administrative functions including filing, word processing, photocopying, scanning, and maintaining records.
- Handle customer invoice queries in the absence of the Accounts Clerk.
- Report and follow up on faults in alarm equipment linked to the service.
- Promote excellence in delivering a customer-focused service.
- Recognize and identify the general care needs of service users and make referrals to partner agencies when necessary.
- Schedule appointments, visits, and installations as necessary.
- Assist with programming, cleaning, and maintaining Telecare equipment.
- Set up and monitor lone workers via the Lone Worker Monitoring system.
- Provide initial guidance and support to new employees.
- Regularly test the backup service and complete relevant logs.
- Ensure confidentiality of customer information in compliance with GDPR and other legislation.
- Comply with health and safety policies, environmental policies, and equality and diversity policies.
Requirements:
- Strong communication and customer service skills.
- Ability to handle sensitive situations with confidentiality.
- Proficiency in operating computerized systems.
- Flexibility to work nights, weekends, and bank holidays.
- Commitment to providing excellent customer service and supporting diverse communities