24/7 Lifeline Advisor: Emergency Support

Cross Keys Homes; Cambridgeshire and Peterborough; On-site; GBP 21,000 - 27,000; Full time

Job summary

Cross Keys Homes is seeking a Lifeline Adviser to join our team on days, delivering high-quality customer service across a 24/7 Lifeline service. The role is 37 hours per week, five days out of seven, with weekends and bank holidays within the normal pattern.

The successful candidate will listen actively, assess calls for emergency responses and repairs, and provide empathetic support while updating systems in real time. An enhanced DBS will be sought for the right person.

Qualifications

• Previous experience in customer service or contact centre environment.
• Excellent and clear telephone manner.
• Able to multi-task while updating systems.
• Good listening skills to ensure timely resolution.
• Enhanced DBS required.

Responsibilities

• Listen to and understand details of each contact.
• Assess and process customer calls for emergency response.
• Take action as needed and provide relevant support.
• Assess calls for repairs for external customers under contract.
• Work within a set timeframe and cost-effectively.
• Maintain high standards of customer service.

Skills

Customer service

Telephone communication

Listening

Empathy

Multitasking

Problem solving

Tools

CRM software

Job description

Cross Keys Homes is seeking a Lifeline Adviser to join our team on days, delivering high-quality customer service across a 24/7 Lifeline service. The role is 37 hours per week, five days out of seven, with weekends and bank holidays within the normal pattern.

The successful candidate will listen actively, assess calls for emergency responses and repairs, and provide empathetic support while updating systems in real time. An enhanced DBS will be sought for the right person.