Emergency Call Handler
Posted 1 day 11 hours ago by PPP Taking Care
We are looking 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. 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. Not every call you deal with will be a matter of life or death, but the way you listen, interpret and deal with the calls will make a vital difference to the customers we serve.
In this role you will remain calm, reassure the caller and gather vital information to manage the situation. You will need to be comfortable navigating systems and work to predefined processes while recording accurate information and offering reassurance to the caller.
Responsibilities- Assessing, controlling and arranging a swift and appropriate resolution 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 action based on information provided by customers and guiding them through the process of installing and testing their new alarm system.
- Remotely programming alarm equipment installed in a customer's home and guiding customers through basic troubleshooting checks on alarm equipment and GPS wearable devices.
- Monitoring automatic signals from alarms and taking action to resolve power or battery issues.
- Recording information clearly and in accordance with procedures and providing reassurance to callers while assessing support needs.
- Working within a high-volume contact centre environment and following predefined processes.
- Comfortable working in a high-volume contact centre environment.
- Confident, professional and caring with a patient manner on the telephone.
- Experience in dealing with customers and using various systems to keep records updated; proficient with Microsoft packages.
- Flexible and adaptable to change; comfortable dealing with new technology.
- The ability to multitask, follow procedures and maintain attention to detail.
- Experience in care, customer service or a call centre environment is desirable.
- 34 days holiday, including bank holidays and your birthday off.
- Share plan, life Insurance and Medical Insurance Lite.
- Wellness programmes, pension scheme, long service awards, discount scheme, on-site parking and casual dress.
- Cycle to Work Scheme and Learning and Development opportunities.
- Hybrid working - opportunity to work from home on some shifts after 6 months' 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.
Start Date: 20th April Location: initial 2 weeks of training (5 full days a week). Training: Ashburton or Exeter Office. After training, you will work in a supported environment in our control centre with a mentor available if needed. Our offices promote an open, approachable environment and managers are available for support and guidance.
What does a day in the life look like?
- Assessing and coordinating a swift resolution to emergency situations by contacting appropriate responders or family members.
- Accurately recording details of calls and actions taken.
- Guiding customers through the process of installing and testing their alarm systems and remotely programming equipment as needed.
- Monitoring signals and ensuring issues such as power or battery problems are resolved.
- Do you have the right to work in the UK?
- Do you live within a 45-minute commute of the job location?
We reserve the right to close this vacancy early if we receive sufficient applications. Please submit your application as early as possible.