Emergency Call Handler – Nights

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

Are you an Enthusiastic, Motivated, 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 alongside our dedicated Resolution team handling alarm calls in a 24/7/365 alarm monitoring centre supporting a diverse and largely vulnerable customer base. We have a great culture and support and value our staff and customers.

No two shifts 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. You will need to be adept at navigating systems and used to working to predefined processes that keep our customers safe.

In return, you will receive a starting basic salary of £24,754 with the opportunity to progress to £26,000. In addition, you will receive a night allowance of £4.75/hr between 10pm and 6am (approx. £7904 per annum, based on 40hr/wk night rota)

This is a night’s role where the shifts will be either 8 hour or 10 hour shifts, between 10pm and 6am.

Who are We?

As part of AXA Health, Taking Care provides around the clock support to almost 100,000 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 24 hours, 32 hours or 40 hours a week and are also interested in hearing from you if working certain hours on evenings, nights and weekends is your thing.

Start Date: Monday 22nd May 2023

You will need to commit to an initial 4 weeks' training period. This training will take place at our offices in Ashburton near Newton Abbot. Once the training is completed satisfactorily, the role will be based at our Ashburton office.

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, the fire, police or ambulance service
• Accurately recording details of all calls received using our computer systems
• Swiftly taking action based on the information provided by customers in traumatic and life endangering situations
• Guiding customers through the process of installing and testing their new alarm system
• Remotely programming alarm equipment installed in a customer’s home
• Hand-holding customers through basic troubleshooting checks on alarm equipment and GPS enabled 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 contact volume environment
• Confident, professional and caring with a patient manner on the telephone
• Ideally experience of dealing with customers
• Experience in using various systems to keep records updated and use of Microsoft Packages
• Flexible and adaptable to 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 holidays and your birthday off!
• Opportunity to partake in Shareplan
• Life Insurance and Medical Insurance Lite
• Wellness Programmes
• 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.

We’d love to hear from you if you have what it takes to be a hero. If you would like to work in a business that saves lives, then get in touch. Please click ‘apply’ today to be considered as an Emergency Call Handler - Nights

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.