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Customer Service Representative
2 months ago
Job Title: Customer Service Representative - Lifeline Advisor
Job Summary:
We are seeking a highly skilled and compassionate Customer Service Representative to join our team as a Lifeline Advisor. As a Lifeline Advisor, you will be responsible for providing exceptional customer service to a wide range of customers, including vulnerable and elderly individuals, by actively listening to and understanding their needs, assessing and processing customer contact telephone calls, and ensuring timely resolution of contacts.
Key Responsibilities:
- Respond to Emergency Alarm Calls: Respond to all emergency alarm calls to the Lifeline Centre, prioritizing and taking appropriate action to ensure the welfare of vulnerable and often elderly customers is maintained.
- Meet Set Targets and Standards: Meet set targets and standards for the service, including timescales for answering telephone calls in line with both the specific organisations' and TSA regulatory requirements.
- Advise Customers: Advise customers of their repairs-related responsibilities depending on the contract requirements, ensuring that customer expectations are managed appropriately.
- Assess and Prioritize Repairs: Assess and prioritize out of hours housing repairs, liaising directly with contractors on repair resolution and taking immediate action for emergency repairs.
- Deliver to Corporate Contracts: Deliver to the different requirements of the corporate contracts including the Social Services Emergency Duty Team for Adults and Children's Services. Where appropriate make a referral to the Duty Social Worker to action. Safeguarding issues to be reported to the Safeguarding Team.
- Manage Emergency Service: Manage their out of hour's emergency service, responding to repairs and housing needs. This includes finding suitable accommodation for families in the event that their home is not available.
- Respond to Lone Worker Calls: Respond to lone worker calls by assessing the situation and determining what action should be taken to ensure the safety of the employees.
- Make 999 Calls: Make 999 calls when emergency services are required to deliver appropriate medical and emergency support. Liaising with and notifying relatives, carers, next of kin, internal & external agencies as appropriate (often in very emotional, stressful and delicate situations).
- Attend Customer Properties: Attend as responder to customer's properties when necessary, providing appropriate support and applying risk assessment protocols in accordance with Lone working policies and procedures.
- Promote and Sell the Lifeline Service: Promote and sell the Lifeline service to prospective clients including the demonstration and installation of equipment as required. Where appropriate, identify additional Telecare needs and match technology to individual circumstances.
- Complete Daily Check Calls: Complete daily check calls to vulnerable clients to include birthday calls, vulnerable client welfare checks and equipment testing.
- Adhere to Data Protection: Adhere at all times to data protection and client confidentiality (data held of over 15,000 customers).
Requirements:
- High Standard of Communication: High standard of written and oral communication particularly with the ability to communicate clearly and with empathy, with clients who may be in crisis or have special needs.
- Confident and Calm: Confident and able to deal with difficult situations or customers in a polite, calm/diffusing way.
- Strong Administrative Skills: Strong administrative skills; accurate and speed with high standard of attention to detail.
- Microsoft Applications: Intermediate level understanding and competence of Microsoft applications and databases (Word, Excel and Outlook).
- Language Line: Ability to use Language Line in order to provide translation when needed.
- Teamwork and Flexibility: Ability to work effectively on your own; as a team member and with colleagues, across agencies. Able to work flexibly to meet the different circumstances and challenges.
- Full UK Driving License: Full UK driving license and access to a suitable vehicle.
- Enhanced DBS Check: Enhanced DBS check required.
