Emergency Call Handler

1 day ago

Leicester, United Kingdom PA Housing Full time

**A little bit about what we are looking for...**

As an Emergency Call Coordinator, working in our Service 24 department, your role is integral to looking after PA's vulnerable customers. You will be handling the emergency careline and maintenance enquires coming into Service 24 and the Customer Contact Centre. It's important in this role, that you are empathetic and resilient so you can offer the best support for our customers.

The shifts for this role will work on a rota basis; You will be working from 10am - 8pm, 4 days on with 4 days off. Please be aware this role will require you to be in the office with no option for homeworking.

**Your responsibilities...**
- Answer calls and take any necessary steps to ensure the wellbeing of the customer
- Provide assistance, support, and emergency response effectively to Service 24’s customers using a calm and sensitive approach
- Provide basic support and a ‘listening ear’ for agency customers who may suffer from a variety of mental health issues and follows up where necessary
- Be confident in contacting the emergency services and other contracted agencies
- Identify emergency situations and take the appropriate actions
- Seek to provide first time resolution for all calls
- Where first time resolution is not possible, to investigate other avenues for response to queries and work requests
- Test all sheltered scheme equipment according to set procedures
- Carry out daily welfare calls to sheltered scheme tenants
- To programme Lifelines
- To promote the Lifeline service to those making enquiries about the service
- Test methane gas monitoring equipment and other essential equipment
- Respond appropriately to lone worker calls
- Handle relatively complex emergency repair requests and to recognise vulnerability and escalate timescales for repairs as necessary
- Understand the health and safety issues associated with repairs to individual properties and communal areas within the Organisations housing stock.
- Record all repairs on the database
- Prioritise repairs according to set procedures
- Check, process and update customer details and information
- Carry out general admin tasks for S24 and other areas of the Organisation
- We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._
- Experience delivering customer services within a pressurised environment
- Empathetic with good listening skills
- Experience of working with computerised records and entering data on a computerised system
- Flexibility Ability to work across shifts on a 24 hour service, 365 days a year
- Excellent communication skills and a friendly and courteous approach

**AGENCIES: We know where you are if we need your support so please do not contact us.

  • Emergency Call Handler

    5 days ago

    Leicester, United Kingdom PA Housing Full time

    **Do you have the calm voice people need in a crisis?** Can you bring empathy, resilience, and quick thinking to every conversation? At PA Housing, our Emergency Call Handlers (known internally as Service 24 Coordinators) are a vital part of the team the first line of support for our most vulnerable customers when they need help the most. Based in our...

  • Emergency Call Handler

    5 days ago

    Leicester, United Kingdom PA Housing Full time

    **Job reference**: 001999 **Salary**: £17,053 rising to £17,778 per annum, after successful completion of your probation **Closing date**: 25/08/2025 **Location**: Bede Island - Leicester **Employment type**: Permanent **Hours Per Week**: 23 (10am to 5pm, 4 days on with 4 days off) **Do you have the calm voice people need in a crisis?** Can you...

  • Emergency Call Handler

    1 day ago

    Leicester, United Kingdom PA Housing Full time

    **A little bit about what we are looking for...** As an Emergency Call Coordinator, working in our Service 24 department, your role is integral to looking after PA's vulnerable customers. You will be handling the emergency careline and maintenance enquires coming into Service 24 and the Customer Contact Centre. It's important in this role, that you are...

  • Emergency Call Handler

    1 day ago

    Leicester, United Kingdom PA Housing Full time

    **A little bit about what we are looking for...** As an Emergency Call Coordinator, working in our Service 24 department, your role is integral to looking after PA's vulnerable customers. You will be handling the emergency careline and maintenance enquires coming into Service 24 and the Customer Contact Centre. It's important in this role, that you are...

  • Emergency Call Handler

    3 days ago

    Leicester, United Kingdom PA Housing Full time

    **So what’s the role all about?** As an Emergency Call Handler, your role is integral to looking after PA's vulnerable customers. You will be handling the emergency careline and maintenance enquires coming into the Service 24 department and the Customer Contact Centre. It's important in this role, that you are empathetic and resilient so you can offer the...

  • Emergency Call Handler

    3 days ago

    Leicester, United Kingdom PA Housing Full time

    **So what’s the role all about?** As a Service 24 Operative, your role is integral to looking after PA's vulnerable customers. You will be handling the emergency careline and maintenance enquires coming into Service 24 and the Customer Contact Centre. It's important in this role, that you are empathetic and resilient so you can offer the best support for...

  • Emergency Call Handler

    3 days ago

    Leicester, United Kingdom PA Housing Full time

    **So what’s the role all about?** As a Service 24 Operative, your role is integral to looking after PA's vulnerable customers. You will be handling the emergency careline and maintenance enquires coming into Service 24 and the Customer Contact Centre. It's important in this role, that you are empathetic and resilient so you can offer the best support for...

  • Emergency Call Handler Team Leader

    2 weeks ago

    Leicester, United Kingdom PA Housing Full time

    Emergency Call Handler Team Leader - Leicester Job Reference:  Salary: £34,284 rising to £35,741 per annum, upon successful completion of your probation periodEmployment Type: Fixed TermDo you thrive in a fast-paced environment where no two days are the same and love leading teams who keep customers safe around the clock? We’re looking for a confident...

  • Call Handler

    2 weeks ago

    Leicester, United Kingdom Brook Street Full time

    Customer Service Advisor We are currently recruiting for Call Handlers to work with one of our fantastic Public Sector clients based in Leicester city centre. The role will be hybrid working with an expectancy to attend the office at least twice a week. This is an ongoing temporary position with possible extension, but one in which you would be able to gain...

  • Alarm Call Handler

    2 weeks ago

    Leicester, United Kingdom Abel Alarm Full time

    **Control Room Operator / Alarm Call Handler** **Benefits** - Work life balance (4 nights on/4 nights off 12 hour shifts - 7pm to 7am) - Company pension - Long service annual leave rewards - Employee Assistance Programme - Retailer/Restaurant/gym discounts - Free parking **The Role** This is an exciting opportunity for a pro-active team player who is...