Emergency Call Handler — Calm, Life-Saving 24/7 Support

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

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.