Customer Call Operator

7 days ago

Cheadle Hulme, United Kingdom Johnnie Johnson Housing Full time

Astraline, part of Johnnie Johnson Housing, supports thousands of people across the UK to stay safe and live independently at home. We work in partnership with healthcare professionals, local authorities, housing associations and health and social care providers to deliver efficient and person-centred care for their customers and are constantly growing and offering our service to even more people who need us.

Our Customer Call Operators deliver an outstanding support service. They respond to and prioritise calls generated by the Telecare Monitoring System, some of which can be emergency in nature. You’ll use your fact finding and problem-solving skills to log, assign and pass on repairs calls and contact appropriate agencies in emergency situations.

It’s an incredibly fast paced but exceptionally rewarding role that requires quick but effective decision making. Once certain requirements are met you will be able to complete some shifts from home for which all kit will be provided. You can, however, choose to work from our office all the time if this suits you.

So now you’ve heard a bit about the role, let us tell you a bit about the team It’s important to know who you might be working with, right?

**Our Team**

You will report directly into our Team Co-ordinator and sit within a close-knit team of approx. 10 other colleagues, some in the office and some working from home. They work hard to get help for our residents; some of whom are vulnerable, the help they need. What makes this role different is that it’s not a typical call centre environment - it’s a lovely, modern new office with a really homely feel about it. As well as providing support to the organisation and our customers, we support each other too. We work hard but we also like to have fun and you’ll often find us catching up outside of work.

We’ve got full time positions available - we’re here 24/7 for our customers, so the role will be covering a variety of shifts including during the day, in the evening, during the night or at weekends. There may even be a requirement to cover bank holidays.

**About you**

If you’ve got previous experience of a like for like role, that would be incredible, but we can assure you that it’s not essential. What’s more important is that you are highly resilient, have an extremely caring nature and have the genuine desire to help people and make a real difference to their lives.

It may be that you’ve got some experience of working as a Carer in your local community or perhaps you’ve looked after a relative, either way, this could be a really good opportunity for you to transfer your skills and continue to help vulnerable people. You’ll be compassionate, empathetic and have exceptional communication skills but be able to cope with competing demands, sometimes in stressful conditions.

It’s also important that you are comfortable using a computer, able to find your way around various databases along with the usual Microsoft packages (Word, Outlook, Excel and Teams). You’ll need to be able to work independently and on own initiative whilst operating as a committed member of the team. If you’re wanting to work from home you’ll need your own private area (perhaps a home office) and high speed broadband.

**And the benefits of working for us?**

We’ve adopted a completely hybrid way of working, meaning once you’re up and running and fully trained in the role, you can work from home and/or our brand new (and very swanky) Innovation Hub, Eden Point in Cheadle Hulme

We also offer a fantastic holiday allowance of 33 days per annum (including statutory holidays) which rises to 38 days after 5 years’ service. We can offer you a 35-hour working week, an enhanced 5% employer contribution pension scheme and a recognition scheme with both financial and non-financial rewards such as gift vouchers, healthcare discounts, and loads more fantastic benefits too - you can find out more about these on our careers site

**About us**

Johnnie Johnson Housing are a not-for-profit housing association, housing over 7,000 residents across the North West, North East, Yorkshire and Derbyshire and specialise in independent living for the over 55s. Our vision Living Longer, Living Better is simply about helping people age well and live independently for longer in their own homes.

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