Emergency Call Handler

People First; Exeter; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Life Insurance

Medical Insurance Lite

Wellness Programmes

Pensions scheme

Long Service Awards

On-site Parking

Cycle to Work Scheme

Learning and Development Opportunities

Hybrid Working

Job summary

Taking Care in Exeter is seeking an Emergency Call Handler to join our 40-hour-per-week team. You will manage life-critical and non-emergency calls with calm professionalism, recording details accurately and guiding customers through alarm setup and troubleshooting.

Training lasts three weeks at the Exeter Office; after training, you work in a supported control centre with a mentor. Hybrid working may apply after six months, and a generous benefits package is offered.

Qualifications

• Experience in a high-volume contact centre environment.
• Professional and caring telephone manner.
• Experience dealing with customers.
• Proficient with Microsoft Office and diverse systems.
• Flexible and adaptable to change.
• Strong attention to detail.
• Experience in care, customer service or call centre (Desirable)

Responsibilities

• Assess emergency situations and coordinate swift resolutions by contacting relevant services or relatives.
• Accurately record call details using company systems.
• Take action based on information provided by customers.
• Guide customers through installation and testing of alarm systems.
• Remotely program alarm equipment installed in a customer’s home.
• Troubleshoot equipment and pass information to customer services as needed.
• Monitor signals from alarms and resolve power or battery issues.

Skills

Customer service

Multitasking

Attention to detail

Phone etiquette

Contact centre experience

Adaptability

Tech proficiency

Tools

Microsoft Office

CRM systems

Alarm monitoring systems

Job description

Join a Team That Makes a Difference Every Day

We are looking for more heroes who make a difference to people's lives on a daily basis.

Location: Exeter

Are you an Enthusiastic, Caring and a flexible team-player who has what it takes to remain calm and customer focused under pressure?

We have an amazing opportunity for Emergency Call Handlersto work as part of our dedicated Resolution teamhandling 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 both 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 and can quickly adapt to changing situations with the ability to multi-task effectively,who is resilient and comfortable handling emotionally demanding calls to achieve positive outcomes for our customers. It's the responsibility of the Emergency Call Handlers to remain calm, whilst reassuring the customer and gaining all the vital information to manage the situation. You will need to be comfortable navigating systems and used to working to predefined processes. When you receive a call, you are responsible for recording the right information, sometimes under difficult circumstances and offering reassurance to the caller, while assessing the support they need.

Not every call you deal with will be a matter of life or death but the way you listen, interpret and deal with the calls will make a vital difference to the customers we serve.

In return, you will receive a starting salary (based on a 40hr week) of£28,342.86 withprogression to earn £29,714.29on basic salary with additional training delivering theBrain In Hand service.

In addition, generous allowances are payable for weekend and unsociable hours - you will be expected to work within a rota which includes these periods.

You'll need to be able to work a mixture of early and late shifts, including weekends between the hours of 6am and 10pm.Your rota will be published 1 month in advance.

Who are We?

Taking Care provides around the clock support to over 110,000 customers through our personal alarm service, we give our customers the confidence to live safely, well and remain in the home they love.

Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide.

When will you be donning your cape and putting on your mask?

We have vacancies for Emergency Call Handlers on 40 hours a week and are also interested in hearing from you if working certain hours on evenings and weekends is your thing.

Start Date: 30th November 2026

Training location: Exeter Office. You will need to commit to an initial 3 weeks' training period (5 full days a week).

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?

• 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
• Accurately recording details of calls received using our systems
• Swiftly taking action based on the information provided by customers
• Guiding customers through the process of installing and testing their new alarm system
• Remotely programming alarm equipment installed in a customer’s home
• 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
• Monitoring automatic signals from alarms and take action to resolve power or battery issues

What skills and experience are we looking for?

• 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 in using various systems to keep records updated and use of Microsoft packages
• Flexible and adaptableto change; comfortable dealing with new technology
• The ability to multitask and follow procedures with an inquisitive nature
• Able to demonstrate a high level of attention to detail
• Demonstrate previous experience in a care, customer service or call centre environment (Desirable)

If you have any questions, please contact us at [e-mail].

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

What we offer

• 34 days holiday which is inclusive of bank holidaysand your birthday off!
• Life Insurance and Medical Insurance Lite
• Wellness Programmes
• Pensions scheme
• Long Service Awards, Discount Scheme, On-site Parking and Casual dress
• Cycle to Work Scheme
• Learning and Development Opportunities
• Hybrid Working - You may have the opportunity to apply to work from home on some shifts after completing six months' service. Please note that this benefit does not apply to all roles

Interview ID Requirements

If invited to interview, you will be required to bring original identification documents to support right to work checks and pre-employment screening. This may include a valid passport, birth certificate, driving license and/or proof of address. Failure to provide the requested documentation may result in your interview being postponed or your application not progressing further in the recruitment process.

Linhay HouseLinhay Business ParkAshburtonDevonTQ13 7UPUnited Kingdom