Telecare Operator

**Work at Hanover**:
You'll find a range of disciplines at Hanover, whether you're a seasoned professional or just starting out. Explore your options to see where you can make a real difference to the lives of our customers.

**Telecare Operator **(10313)**:
**Overview**:
**Ref**:
10313

**Salary**:
£20,710 - £24,464/annum + pension

**Location**:

- United Kingdom - Scotland - Grampian - Moray - Elgin

**Type**:
Permanent

**Posted**
27 February 2023

**Closing date**
08 Mar 2023 12:00

**Location: Hybrid - Elgin**

**Renumeration: £20,710 - £24,464 per annum + 10% shift allowance**

**Hours: Average 34.9 hour per week. shift (14:00 - 22:15), Early shift (06:00 - 14:15), Night shift (22:00 - 06:15), working on a rolling shift pattern. Working patterns consists of 5 days on and 3 days off (4 off after night shift).**

Hanover has been supporting people in Scotland for over 40 years. We aim to provide desirable homes, happy customers and a resilient organisation.

**About the Role**

Hanover Scotland's Customer Service Centre, based in Elgin, is operated by dedicated Telecare Operators who support Hanover’s customers nationwide.

At Hanover, some of our customers need help to feel safe and secure at home. Our Telecare Operators are vital in providing this critical service.

This exciting Telecare Operator role offers 34.9 hours per week on average, following a three-shift pattern roster which includes early shift, back shift and night shift working. Your customers will be nationwide and as the voice of Hanover you will be taking inbound alarm calls, determining the reason for a call, and coordinating vital activities to ensure the safety and wellbeing of our customers.

Every call is different as our Customer Service Centre operates 365 days a year, 24 hours a day and you will discover a real variety of customer situations meaning that each day brings something new.

**About You**

As this is a hybrid role, you must be able to work from home professionally and handle calls continuously throughout your shift. Due to the critical nature of the role, a strong and stable internet connection is contractually required in order to perform this role.
- To join us, you need to have a genuine passion for providing care and help to people.
- Resilient, proactive, and self-confident.
- Strong, clear and effective communication skills
- Ability to input information whilst listening to calls
- Unwavering patience and understanding.
- Ability to empathise with older persons and comfortably build rapport in difficult situations.
- Flexible and adaptable, open to change and new ways of working
- Must hold the right to live and work in the UK without sponsorship.

Please note that a full background check and pre-employment checks will be conducted where an offer of employment is made.

**Benefits**
- Basic reward package of £20,710 - £24,464 per annum basic salary.
- Shift premium equivalent to 10% of starting basic salary on the basis that you fulfil the full rotation of back, early and night shifts.
- Incremental annual salary increase from £22,781 to £26,910 over 5 years (inclusive of shift allowance).
- On-the-job training and support to ensure you are fully trained to deal with customer situations.
- Working patterns consists of 5 days on and 3 days off (4 off after night shift).
- Opportunities for career advancement.
- Working in a rewarding role within a friendly and open environment.
- We are based at Chandlers Court, Elgin, though we will provide equipment for also working from home.

**Application Process**

It’s really important that we get to know each other thoroughly before having the opportunity to welcome you to the team. We operate a two-stage recruitment process:
Online Applications that meet the minimum criteria for the role will be contacted to attend:

- Initial telephone interview lasting approx. 15-20 minutes (w/c 13th February 2023)
- Virtual assessment centre and personal video interview (23rd February 2023)

Each stage provides an opportunity to assess important requirements and ultimately, your suitability for the role. We look forward to hopefully meeting you soon.

Hanover is an equal opportunity and disability confident employer.

Hanover (Scotland) Housing Association Ltd

Scottish Charity no: SC 014738

**Contact information**: