Emergency Call Handler

Taking Care; Exeter; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

34 days holiday including birthday

Share plan

Life Insurance

Medical Insurance Lite

Wellness Programmes

Pensions scheme

Long Service Awards

Discount Scheme

On-site Parking

Casual dress

Cycle to Work Scheme

Learning and Development Opportunities

Hybrid Working

Job summary

Taking Care in Exeter is seeking Emergency Call Handlers for our 24/7 alarm monitoring centre. You will stay calm under pressure, record accurate information and guide customers through alarm installations and testing.

The role offers a starting salary of £28,342.86 with progression to £29,714.29, plus allowances for weekends and unsociable hours; training at Exeter Office with a 3-week programme.

Qualifications

• Experience in high-volume contact centres.
• Calm, professional and caring telephone manner.
• Ability to use multiple systems and keep records up to date.
• Willingness to work shifts including weekends.
• Attention to detail and accuracy in recording information.

Responsibilities

• Assess and resolve emergency situations by contacting relevant services.
• Accurately record call details in our systems.
• Guide customers through installing and testing alarms.
• Remotely program alarm equipment and troubleshoot basic faults.
• Monitor signals and resolve power or battery issues.
• Support customers with non-emergency calls when needed.

Skills

Call centre experience

Customer service

Multitasking

Attention to detail

Technical aptitude

Empathy

Flexibility

Tools

CRM systems

Microsoft Office

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 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 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: 21 September 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)

What’s in it for you?

• 34 days holiday which is inclusive of bank holidaysand your birthday off!
• Opportunity to partake in Shareplan
• 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 will have the opportunity to apply to work from home on some shifts once you have completed 6-months probation.

Closing date: 25 August 26 at 17.00pm

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 will have the opportunity to apply to work from home on some shifts once you have completed 6-months service.

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