Customer Service Advisor

Provide Community; Greenford (OH); On-site; USD 33,000 - 47,000; Full time

Job summary

Provide Care Solutions LTD in Colchester (Essex) is seeking a Controller Responder within the Carecall247 service. The role involves answering calls in a busy Control Centre and providing an emergency response to customers who require assistance or have fallen.

You will join a team delivering a timely, proactive responder service, with training provided to become multi-skilled across services. Some home working may be possible after training.

Responsibilities

• To monitor and answer calls on the call handling platform in line with Telecare Services Association and local guidelines.
• To provide a timely, effective response to emergency alerts/alarms from Carecall247 customers within their own homes, workplaces or in Sheltered Schemes
• To complete onward referrals, in consultation with the customer to relevant health and social care services
• To provide a responder service

Job description

Main area Medical Equipment Grade Band C Contract Permanent Hours Full time - 37.5 hours per week Job ref 828-PROVIDE4334

Employer Provide Care Solutions LTD Employer type Public (Non NHS) Site Greenford Depot Town Greenford Salary £25,001 - £35,000 Salary period Yearly Closing 29/10/2026 08:00

Job Overview

An opportunity has arisen for a Controller Responder within the Carecall247 service (part of Provide CIC). This post involves answering calls within a busy Control Centre and providing an emergency response to customers that require assistance and/or have experienced a fall. The post holder will be part of a team responding to Provide customers requiring a support visit. The post holder will be based in Colchester during office hours, although after training, some home working may be possible.

Main duties of the job

The London Community Equipment Services (LCES) delivers and installs vital equipment and adaptions to customers, which is essential to support daily living needs and aid their independence.

The role is varied, and training will be provided, for you to become multi skilled in all areas of LCES. You will need to be flexible and have good computer skills and attention to detail. You will be expected to work pro-actively with colleagues and help to identify and implement continuous improvements and share best practice.

The post holder will be expected to work on their own initiative when dealing with last minute changes that can occur. This is a pivotal role - to help deliver a high standard service and excellent corporate reputation through ensuring customers get the right product and service at the right time.

Working for our organisation

Provide is a Community Interest Company (social enterprise). We deliver a broad range of health and social care services in the community, and are committed to making sure that they are safe, responsive and of high quality. Provide is owned by its employees and has primarily social objectives. Any profits we make are reinvested into the local community or back into delivering services.

We work from a variety of community settings, such as community hospitals, community clinics, schools, nursing homes and primary care settings, as well as within people’s homes to provide more than 40 services to children, families and adults across Essex, Dorset, East Anglia and the North of England.

A Highly Respected, Award Winning Health And Social Care Provider. We Expect Our Staff To Demonstrate And Uphold Our Values At All Times

Vision: Transforming Lives

Values: Care, Innovation and Compassion

Mission: An ambitious, employee owned social enterprise, growing in size and influence. We transform lives by treating, caring and educating people.

Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills, proud to have LGBT+ and Ethnic Minority Networks.

We welcome applicants from underrepresented groups.

Main Duties

• To monitor and answer calls on the call handling platform in line with Telecare Services Association and local guidelines.
• To provide a timely, effective response to emergency alerts/alarms from Carecall247 customers within their own homes, workplaces or in Sheltered Schemes
• To complete onward referrals, in consultation with the customer to relevant health and social care services
• To provide a responder service

Please see attached job description for full details of role responsibilities