Casual Emergency Call Handlers

About Mole Valley Life

Operated by Mole Valley District Council, Mole Valley Life supports individuals who may require assistance in their daily lives to remain independent and connected to their communities. The service comprises three main areas: Lifeline Alarm and Technology Enabled Care (TEC), Community Transport, and the Fairfield Centre in Leatherhead.

Joining our team offers a meaningful opportunity to make a positive impact on those who rely on us. We play a vital role in providing support around the clock, every day of the year.

We are committed to promoting equal opportunities and embracing diversity in all aspects of our work, including recruitment, training, service delivery, engagement, and decision-making. We seek passionate individuals dedicated to making a difference.

Position: Emergency Call Handler

We are looking for an enthusiastic and dedicated Emergency Call Handler to join our team. Candidates with experience in call handling, customer service, or health and social care, and a passion for delivering excellent service under pressure, are encouraged to apply.

Job Details

1. Shift Work: You will work in a 24/7 contact centre, handling a variety of calls, including emergency alarm calls from Lifeline Pendants.
2. Triage and Action Plans: Assess calls, triage situations, and activate appropriate action plans. Quick decision-making is essential.
3. Emergency Services: Escalate calls to emergency services when necessary, maintaining contact until support arrives.
4. Collaboration: Work with in-house teams such as Community Wellbeing Responders and Technical Support to ensure smooth call handling and support with equipment issues.
5. Record Keeping: Maintain accurate and organized reports of calls and actions taken.
6. Compassionate Support: Provide reassurance and foster community connections to reduce social isolation and loneliness.
7. Performance Targets: Strive to meet service standards set by Mole Valley District Council, TSA, and contractual agreements.

Candidate Requirements

• Effective communication skills
• Quick decision-making and problem-solving abilities
• Empathy and compassion
• Active listening skills
• Ability to multitask and pay attention to detail
• Willingness to learn continuously

If you are passionate about helping others and thrive in a high-pressure call centre environment, we invite you to apply and join our dedicated team at Mole Valley Life.

Additional Information

• For an informal chat, contact Sarah Clark at 07876 231003.
• Closing date: Open advert.
• Interview dates: To be confirmed.
• DBS check required: Yes.
• How to apply: Click apply now or email your CV and cover letter to our careers inbox, highlighting your relevant experience and ability to communicate confidently during critical calls.

"Celebrating Diversity and Inclusion for All"