Call Centre Agent

Call Centre Agent

Honiton

Week 1 Mon/Tues/Sat/Sun 7am to 3pm

Week 2 Wed/Thurs/Fri 7am to 3pm

Week 3 Mon/Tues/Sat/Sun 3pm to 1030pm

Week 4 Wed/Thurs/Fri 3pm to 1030pm

PAY £14.17 ph

Temporary Ongoing

Full Training Provided

Basic DBS Check required

Service purpose:

Housing Service: The key purpose of our Housing service is to provide a decent home for all by ensuring we can match the right person to the right home.

Home Safeguard: To deal with customer emergencies promptly and get the right help first time.

**Job purpose:

• To provide a professional and effective response to calls from Service Users, alarm calls and out of hours.
• To staff the Control Room working an agreed rotating shift pattern covering 24 hours a day 365 days a year.
• Provide assistance to our customers in non-emergency and emergency situations.
• Provide a high level of customer service to our client base.
• Ensure the integrity, accuracy and confidentiality of all information held.

**Core accountabilities:

1. To respond to emergency and routine calls received by the Control Centre in a calm, efficient, sympathetic and helpful manner in accordance with procedures and policies.
2. To make emergency calls to all 3 emergency services and doctors, district nurse or contacts etc dependent on the individual person's need at the time of the call.
3. To ensure all records are inputted accurately, that calls received are logged of action taken and complete other administrative duties required as part of the role. Plus from time to time undertake other duties commensurate with the level of the post within the Housing Services to help service delivery.
4. To respond to customer enquiries efficiently and deal with Out of Hours calls for East Devon and Teignbridge District Council.
5. To program, clean and prepare equipment as per manufacturers' guidelines ready for installation.
6. Lone Working monitoring for staff and corporate clients. Plus responding to GPS devices and provide location information where available.
7. To book in new installations, data checks and equipment faults.
8. Accurately recording all actions taken and information relating to all services provided by the Home Safeguard service.
9. To adhere to Council policies in particular Data Protection, Safeguarding etc.
10. To develop and maintain a comprehensive knowledge of telecare equipment, related sensors and associated technologies and other role relative training and attendance of meetings.
11. Make sure that Home Safeguard offers a customer focused service using systems thinking principles.
12. Support the Council's approach to equalities and diversity ensuring that our services and policies identify, address and promote the needs of our diverse community. This includes the need for safety of children and other vulnerable people.
13. Take personal responsibility for the relevant aspects of the Council's Health and Safety Policy.
14. Ensure awareness and compliance with the Council's policies, Code of Conduct and Constitution.
15. Evaluate and assist in managing risk within the service.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.