Emergency Call Handler

**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 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 Service 24 department, you’ll be answering emergency calls and maintenance requests, providing reassurance, support, and decisive action. This is more than a job - it’s a chance to truly make a difference.

**What’s in it for you?**

Alongside a rewarding role, we offer some great benefits:

- High street discount schemes
- Health cash plans
- 26 days’ annual leave, increasing to 29 after three years (plus the option to buy more)
- Flexible bank holidays - use them when it suits you
- Car leasing scheme

**Please note**: Due to the nature of this role, it is based fully in the office - there is no option for homeworking.

Your shift pattern will be 4 days on, 4 days off, working 10am-5pm, giving you regular extended breaks to recharge and reset.

**What you’ll be doing**

As an Emergency Call Handler, you’ll be the reassuring voice in a crisis and the organised mind in an emergency. Here’s a snapshot of what the role involves:

- Answering emergency calls and assessing what immediate action is needed
- Supporting customers with a calm and sensitive approach, including those with mental health challenges
- Contacting emergency services or contractors where necessary
- Taking ownership of emergency repairs and escalating where vulnerability is identified
- Programming and testing Lifeline and safety equipment in sheltered schemes
- Carrying out daily welfare calls to ensure tenant wellbeing
- Managing repair requests and logging all relevant data accurately in our systems
- Writing clear reports of incidents and escalating to appropriate teams or agencies
- Supporting with general admin tasks across Service 24 and the wider organisation

**What we’re looking for**

This role is all about people - being the person they trust and rely on in stressful situations. You don’t need a housing background, but you will need:

- Experience working in a pressurised customer service environment
- Empathy, patience, and strong listening skills
- Confidence in using IT systems, entering and managing data accurately
- Familiarity with Microsoft Office and other common software tools
- Flexibility to work shifts across a 24-hour, 365-day service if required
- Excellent communication and a friendly, reassuring manner

**What you can bring to us...**

Passion, commitment, resilience and a willingness to put people first.

At PA Housing, respect, integrity, and accountability aren’t just buzzwords - they guide everything we do. If you’re passionate about helping others and staying calm under pressure, this could be the role for you.

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

**Job Type**: Part-time

Pay: £17,053.00-£17,778.00 per year

Expected hours: 23 per week

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Health & wellbeing programme
- Life insurance
- Paid volunteer time
- Sick pay

Work Location: Hybrid remote in Leicester LE2 7EA