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Emergency Call Handler

2 months ago

Glasgow, United Kingdom Bield Housing and Care Full time

New - Emergency Call Handler opportunities in Glasgow

If you are the sort of person who can remain calm in a crisis and use your communications skills to effectively manage the situation, we would love to hear from you

As a result of successful business growth and increased service requirements, Bield Response 24 now have a fantastic opportunity for two new Emergency Call Advisors to join our alarm receiving centre, answering incoming alarm and voice calls, understanding the reason for the call, and coordinating next steps to ensure the safety and wellbeing of our customers. Bield Response24 are a small but very effective team who work proactively with a person-centred approach to every individual’s needs.

The Role

You will be the first point of contact for our predominately older & vulnerable people calling into BR24 - Bield Housing and Care’s 24hr Alarm Receiving Centre. Every call to BR24 is different, be that an emergency alarm activation, false call, or an emergency repair. BR24 operate days a year, 24 hours a day and each day will bring a new challenge. The role will require you to be confident to simultaneously provide reassurance to the customer whilst actively listening and using effective questioning to make an informed decision on how best to support the individual.

Hours of Work:

Hours in the BR24 team are arranged in shift patterns to ensure a 24-hour alarm response service is provided every day of the year.

The new vacancies are for an average of 21 hours per week, working the following two-week rota:

Week 1:

Monday, Thursday, Friday, 4.30 pm - 10.30 pm;

Week 2:

Tuesday, Wednesday, 4.30 pm - 10.30 pm,

Saturday, Sunday, 8.00 am - 2.00 pm.

Our Benefits

We offer a competitive salary, reviewed annually, generous annual leave entitlement and enhanced pension scheme. We also pay the cost of Disclosure checks for employment opportunities.

Other benefits include:

- Access to a health care benefit plan, credit union and cycle to work scheme

- Occupational Sick Pay

- Family Friendly Policies

- Employee Assistance Programme

Full & comprehensive training will be provided, as well as supportive team and a buddy to help you deal with the many differing situations handled by the team daily.

About you

Successful Applicant will have:

- A genuine passion for providing care and support to people

- Strong, clear, and effective communication skills

- Keyboard skills to capture information based on reason and outcome of call

- Adaptable to change and new ways of working

- The ability to empathise with people and build rapport in challenging situations

- Be confident, resilient, and proactive

Please see the attached job pack for further details, including the full job description and person specification.

Interviews are expected to be held 26th and 27th September .

Employment will start with a 3-week training period, followed by a 2-3 weeks of “buddy” shifts to support increase in confidence.

If you require this information in an alternative format, please contact us using the details above.

This post is exempt from the Rehabilitation of Offenders Act which means you must disclose all unspent and relevant spent convictions on your application. You will be required to complete a Standard Disclosure check with Disclosure Scotland.

Bield Housing & Care. Scottish Charity no. SC I Property Factor PF