Telecare Technical Advisor — Remote & On-Site Support

People First; Gloucester; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

34 days holiday incl bank holidays

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

People First is seeking a Customer Service Field Advisor to deliver remote technical support for telecare alarms. You will contact customers at home to guide on equipment faults, provide basic user guidance, and occasionally visit customers’ homes to ensure equipment is functioning and users feel supported.

The role requires strong communication, empathy for older adults or disabled customers, and the ability to work independently to meet KPIs.

Qualifications

• Excellent communication skills and ability to explain technical concepts in simple terms.
• Empathy and patience when working with older adults or people with disabilities.
• Professional and respectful demeanor in clients’ homes.
• Strong time management and ability to work independently.
• Attention to detail in documentation and reporting.
• Willingness to travel (a valid driving licence is required).
• Ability to follow safeguarding and data protection protocols.

Responsibilities

• Support remote technical support and maintenance services by applying specialist knowledge (training provided).
• Liaise with customers to complete remote programming of pendants to ensure active and functional status.
• Triage automated device signals to resolve issues or issue replacements.
• Use Device Management Portals to program technology and update firmware.
• Explain how the technology works and provide supporting literature to users.
• Manage workload to deliver timely service in line with KPIs and audits.
• Deliver excellent customer service when liaising with service users or family to service equipment.
• On-site maintenance or replacement of equipment when required, following safety procedures.
• Safely use vehicles, tools and equipment in line with policy.

Skills

Communication skills

Empathy

Patience

Time management

Attention to detail

Independent worker

Tools

MS Office

Job description

People First is seeking a Customer Service Field Advisor to deliver remote technical support for telecare alarms. You will contact customers at home to guide on equipment faults, provide basic user guidance, and occasionally visit customers’ homes to ensure equipment is functioning and users feel supported.

The role requires strong communication, empathy for older adults or disabled customers, and the ability to work independently to meet KPIs.