Emergency Call Handler

**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 our customers.

This is a fixed term contract for 6 months.

The working hours for this role are Saturday and Sunday evenings, 16:00 to 00:00.

**Some of the key tasks and responsibilities include**:

- 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.
- To be confident in contacting the emergency services and other contracted agencies.
- Identify emergency situations and take the appropriate actions.
- 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.
- To check, process and update customer details and information.
- Carry out general admin tasks for S24 and other areas of the Organisation.

**To be successful in this role, we’d be looking for the following**
- 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.

**Please refer to the attached job**

**description to find out more**

**What’s in it for you?**
We recognise that people are at the heart of our business and that success is dependant on enthusiastic and committed colleagues. We make sure they feel supported and encourage a culture of opportunity and learning to enable colleagues to fulfil their potential and make a real difference to people’s lives every day.

In return, we reward our staff for their dedication by offering competitive salaries and an excellent discretionary range of employee benefits some of which include:

- Performance related pay****:

- **We want to recognise exceptional performance and you can earn up to 10% on top of your base salary for achieving corporate and individual targets, and completion of all essential compliance tasks. We hold an annual awards event which celebrates colleagues’ success and achievements. In addition, we operate an annual bonus payment scheme based on monthly votes made by colleagues
- Access to the Simply Health Cash plan scheme for discounted optical, dental and health care bills
- Perkbox Rewards - Big discounts on high Street shops, cinemas, airport parking and hotels, savings with Apple, free coffee at Caffe Nero each month, download a free film each month and more
- Health and Wellbeing initiatives such as fitness classes, walking clubs, meditation sessions and more
- Travel to work perks such as Bike2Work Scheme, allowing you to purchase a bike under salary sacrifice & 0% Season ticket loans for bus and train tickets
- Upon successful to completion of your probationary period, we offer our colleagues an interest free loan of up to £5,000 to assist with general living costs

**& much more Check out our handy benefits flyer**

**to see what else we can offer you**

**Do you care about the same things we do?**

We have three values we work by. When we meet, we’ll need you to show us how they are important to you too.
- We always do the right thing: We offer the best quality service that we can.
- We’re there when you need us: We listen and take action ensuring we deliver on our promises.
- We never give up: We are courageous in our pursuit of growth to provide more quality affordable homes.

**Our EDI Policy**:
Equality, diversity and inclusion | PA Housing

**So who are we?**

PA Housing is an award winning provider of affordable, quality homes, but our business is about more than property - it’s about people. We aim to put our residents at the centre of everything we do and offer first class services to all.

Our business is built around decades of experience in the social housing sector across the Midlands, London, Home Counties and the South East. We hold a stock of more than 24,000 homes and employ 600 plus staff to provide a high standard of service to our householders.

Our success and our plans for the future would not be possible without our dedicated team of staff members. Every one of our employees help to make a difference to the lives of our residents and othe