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Emergency Call Handler

4 months ago

Exeter, United Kingdom Taking Care Full time

**We are looking for more heroes who make a difference to people's lives on a daily basis.**

**_Are you an Enthusiastic, Motivated, Caring and a flexible team-player who has what it takes to remain calm and customer
- focused under pressure?_**

We have an amazing opportunity 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. Within this role 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. We have a great culture and support and value our staff and customers.

No two days are the same and we need someone who is flexible and can quickly adapt to changing situations with the ability to multi-task effectively, who is resilient and comfortable handling emotionally demanding calls to achieve positive outcomes for our customers. It’s the responsibility of the Emergency Call Handlers to remain calm, whilst reassuring the customer and gaining all the vital information to manage the situation. You will need to be comfortable navigating systems and used to working to predefined processes. When you receive a call, you are responsible for recording the right information, sometimes under difficult circumstances and offering reassurance to the caller, while assessing the support they need.

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 every day.

In return, you will receive a starting salary (based on a 40hr week) of **£24754 with the opportunity to progress to £26000 on basic salary with additional training.**

**In addition, generous allowances are payable for weekend and unsociable hours - you will be expected to work within a rota which includes these periods.**

**You’ll need to be able to work a mixture of early and late shifts between the hours of 6am and 10pm.**

**Who are We?**

As part of AXA Health, Taking Care provides around the clock support to over 110,000 customers through our personal alarm service, we give our customers the confidence to live safely, well and remain in the home they love.

Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide.

To view our Values and Vision, click here.

**When will you be donning your cape and putting on your mask?**

We have vacancies for Emergency Call Handlers on 32 hours or 40 hours a week and are also interested in hearing from you if working certain hours on evenings, nights and weekends is your thing.

**Start Date: Monday 8th April 2024**

You will need to commit to an initial 4 weeks' training period (5 full days a week). **This training will take place at our office in Ashburton near Newton Abbot. **Once the training is completed satisfactorily, the role will be based at our Exeter or Ashburton; while we will take into account your preference, our operation requires flexibility to attend either site.

When you leave training, you will continue to work in a supported environment in our control centre for a further 2 weeks with your fellow trainees, with a mentor available to assist you if needed.

Having an open, approachable environment in our offices is really important to us, so our team of managers and shift leaders will continue to be available for support and guidance once you are working independently.

**What does a day in the life of our Emergency Call Handler look like?**
- Assessing, controlling and arranging a swift and appropriate resolution to emergency situations by calling loved ones or if necessary, the fire, police or ambulance service
- Accurately recording details of all calls received using our computer systems
- Swiftly taking action based on the information provided by customers
- Guiding customers through the process of installing and testing their new alarm system
- Remotely programming alarm equipment installed in a customer’s home
- Guiding customers through basic troubleshooting checks on alarm equipment and GPS enabled wearable devices to assess faults, where appropriate pass information through to customer services department
- Monitoring automatic signals from alarms and take action to resolve power or battery issues

**What skills and experience are we looking for?**
- Comfortable working in a high volume contact centre environment
- Confident, professional and caring with a patient manner on the telephone
- Previous experience of dealing with customers
- Experience in using various systems to keep records updated and use of Microsoft packages
- Flexible and adaptable to change; comfortable dealing with new technology
- The ability to multitask and follow procedures with an inquisitive nature
- Able to demonstrate a high level of attention to detail
- Demonstrate previous exp