Emergency Call Handler

**Job Title: Emergency Call Handler**

**Hours: Either full-time or part-time hours available**

**Shift pattern: Monday - Sunday/ early and late shift pattern**

**Salary: £10.50 - £12.50 (Plus additional overtime supplements)**

**Location: Bowthorpe, Norwich**

**General: Paid Comprehensive training provided**

**About the company**:
Lifeline24 is an award-winning company who provide a life-saving service across the United Kingdom and the Republic of Ireland, bringing peace of mind to people and their loved ones.

**About the role**:
We are continually looking for empathetic and reliable Emergency Call Handlers to join our expanding Alarm Response Centre. This role is at the heart of what Lifeline24 achieves, and you will be working as a key member of a company that helps thousands of people each year.

Emergency Call Handlers arrange help for our vulnerable clients when they need us the most. This may be anything from providing reassurance to a lonely client, to arranging an ambulance for someone feeling unwell.

Calls can vary considerably, with the majority of activations consisting of test calls or accidental presses. We liaise with medical professionals and the relatives/friends of our clients, supporting them in the most appropriate way

When call volumes are lower, there are also administration tasks available, including checking data on the system and processing new customer details. This is a role where there’s always something to keep you busy

The main responsibilities for this role include:

- Answering emergency calls, assessing the situation and responding accordingly in a calm and efficient manner
- Providing reassurance for customers who may be lonely or waiting for carers
- Responding to non-emergency test calls and accidental activations
- Ensuring new and existing customer details are up to date
**About the person**:
To flourish as an Emergency Call Handler, you must possess a genuine desire to help the community and be compassionate and attentive to our customer’s needs.

The team offers a friendly and supportive working environment with excellent facilities, full training, and a positive environment.
- A confident and polite telephone manner
- Remaining professional and calm in potentially busy or challenging periods
- Support a client-focused service
- A reliable individual who can work with high levels of autonomy
- Must be PC literate, able to type well and the ability to switch between computer programs
- GCSE's or equivalent in Maths and English (Grades A-C or levels 4-9)
**About rewards and benefits**:
In return for your hard work in this department, you will receive a competitive basic salary with the opportunity to increase pay via a KPI system. Other fantastic company benefits include:

- Aviva Pension Scheme
- Free eye tests through Specsavers
- Free tickets to the Executive company box at Norwich City Football Club
- Increasing holiday allowance with each year of service
- Paid Duvet Days after a successful probation period
- Generous staff discount when you buy products from Zatu website or in their shop
- £50 Zatu voucher on your birthday after completing probation
- Employee referral bonus
- Further education/qualification contributions
- Health assured EAP service for workplace wellbeing
- Bike to work scheme and cycle storage
- Free on-site parking
- Discount on Residential Conveyancing and other legal advice
This is an exciting time at Lifeline24 - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

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

**Salary**: £10.50-£12.50 per hour

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Wellness programmes
Schedule:

- Monday to Friday
- Overtime
- Weekend availability