Customer Service Operative

7 months ago

Rawtenstall, United Kingdom Medequip Assistive Technology Ltd Full time

**Customer Service Operative (Out of Hours) - Part Time**

**Location: Rawtenstall**

**Hours: 24 hours (Evening and Weekend shifts)**

Medequip Connect is part of Medequip Assistive Technology Ltd and we are a county-wide provider of Emergency Mobile Response, Pendant Alarm Monitoring Services and Assistive Telecare Services for the elderly and vulnerable adults in the UK. Our service enables people to remain independent for longer, with their families in their own homes. We are currently recruiting in Rawtenstall for **Customer Service Operative (Out of Hours)** to assist in helping vulnerable people in their own communities.

Medequip as a values-driven organisation places an emphasis not only on results but also on how those results are achieved. There is particular focus on safety, empathy, respect, teamwork, and excellence in all we do.

**The Role**
- Use the Medequip Way computer system to be able to manage Out of Hours (OOH) calls from Medequip customers when the lines switchover from the depots.
- Receive and action out of hours calls from Prescribers of Medequip community equipment as well as well as customers.
- Logging on to the system to mobilise drivers/technicians.
- Use the UMO Platform (Alarm Post & CRM) to take emergency calls from elderly and vulnerable clients and mobilise resources to operational incidents as part of a team in accordance with Company policy.
- Use our Pre-Determined Response System (PDR) for advice about different cover in each areas.
- Ensure they are familiar and confident in accessing or requesting support from Mentors, Area Managers and Duty Managers (there may be more than one) correctly and know the relevant escalation routes.
- Ensure they have working knowledge of how to work in a BCP/DR situation (these situations could be simulations or actual events) and be prepared to be asked to assist in a given situation.
- Undertake client reviews and surveys and any other tasks that enhance the services that Medequip Connect offers to our clients to ensure a holistic experience.
- Carry out Telehealth technical triage in accordance with procedures and to take all required actions detailed in the Telehealth/Care plan.
- Monitor, test and record equipment and resources to maintain operational readiness and to update all related records, which will include completion of defect notes, computerised records and any other records.
- To raise any concerns regarding the appropriate running of the service with managers in accordance with procedures.

**The Person**
- If you have genuine empathy for the welfare of elderly adults, this role will suit you.
- Work well independently and as part of a team as well as having good communication skills.
- Be flexible with working days/hours to suit the needs of the business
- Be flexible and willing to cover last minute absences by colleagues to maintain a safe service for our clients.

**The Benefits**
- Company pension
- Full on the job training and induction.
- Care First employee assistance programme including free counselling.
- Friendly Office Environment.

We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip’s Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.

**Job Types**: Part-time, Permanent

**Salary**: From £10.60 per hour

Expected hours: 24 per week

**Benefits**:

- Cycle to work scheme
- Health & wellbeing programme
- On-site parking

Schedule:

- Weekend availability

**Education**:

- GCSE or equivalent (required)

**Experience**:

- customer service: 2 years (preferred)

Work Location: In person

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