Emergency Call Handler

Taking Care; Exeter; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A customer service organization in Exeter is seeking Emergency Call Handlers for a crucial role in their monitoring center. You will be responsible for managing emergency calls, providing essential services to vulnerable customers. The ideal candidate will be caring, flexible, and have experience in customer service or call center environments. This position offers a starting salary of £26,780, along with various benefits including 34 days of holiday and hybrid working options after 6 months.

Benefits

34 days holiday

Unsociable hour allowances

Hybrid working options after 6 months

Wellness programs

Qualifications

• Comfortable working in a high-volume contact centre environment.
• Confident and caring on the telephone.
• Ability to use various systems for record keeping.

Responsibilities

• Assess and resolve emergency situations promptly.
• Record details accurately using the systems.
• Guide customers through alarm installations and troubleshooting.

Skills

Customer service experience

Attention to detail

Multitasking ability

Experience in a high-volume contact centre

Tools

Microsoft packages

Job description

We are training in our Ashburton office. Once the training is completed satisfactorily, the role will be based at either of our offices depending on your home location.

When you leave training, you will continue to work in a supported environment in our control centre with a mentor available to assist you if needed.

Having an open, approachable environment in our offices is really important to us, so our team of managers and shift leaders will continue to be available for support and guidance once you are working independently.

What does a day in the life of our Emergency Call Handler look like?

1. Assessing, controlling and arranging a swift and appropriate resolution to emergency situations by calling loved ones or if necessary, the fire, police or ambulance service
2. Accurately recording details of calls received using our systems
3. Swiftly taking action based on the information provided by customers
4. Guiding customers through the process of installing and testing their new alarm system
5. Remotely programming alarm equipment installed in a customer's home
6. Guiding customers through basic troubleshooting checks on alarm equipment and GPS wearable devices to assess faults, where appropriate pass information through to customer services department
7. Monitoring automatic signals from alarms and taking action to resolve power or battery issues

Are you an enthusiastic, caring, and flexible team-player?

We have an amazing opportunity for Emergency Call Handlers to work as part of our dedicated Resolution team handling alarm calls in a 24/7/365 alarm monitoring centre supporting a diverse and largely vulnerable customer base. Within this role, you will play a critical role in our response to emergency and non-emergency calls, providing an essential, life-saving service to our customers.

No two days are the same, and we need someone who is flexible, can quickly adapt to changing situations, and is resilient and comfortable handling emotionally demanding calls to achieve positive outcomes for our customers. It's essential to remain calm, reassure the customer, and gather vital information to manage the situation. You should be comfortable navigating systems and working to predefined processes, recording accurate information under difficult circumstances, and offering reassurance to callers.

Minimum requirements include:

• Comfortable working in a high-volume contact centre environment
• Confident, professional, and caring with a patient manner on the telephone
• Previous experience of dealing with customers
• Experience using various systems to keep records updated and proficiency with Microsoft packages
• Flexible and adaptable to change; comfortable with new technology
• Ability to multitask and follow procedures with an inquisitive nature
• High attention to detail
• Experience in a care, customer service, or call centre environment (Desirable)

Our values and benefits

We are committed to caring for our customers and providing a supportive environment for our staff. As part of AXA Health, we aim to grow and enable people to live more happily and healthily in their own homes.

We offer a range of benefits including a starting salary of £26,780 with progression, allowances for unsociable hours, 34 days holiday, share plans, insurance, wellness programs, volunteering days, pension schemes, awards, discounts, parking, cycling schemes, learning opportunities, and hybrid working options after 6 months.

Join us and make a positive impact by helping our most vulnerable customers live safely and independently at home.