Out of Hours Call Handler

Expertise Homecare is a leading domiciliary care company. We are looking to recruit OUT-OF-HOURS CALL HANDLERS. You will be working within a communication centric role as part of an out of hours on-call team, handling phone calls from team members and our customers. Liaising with our supervisors in the field to manage events occurring over the weekend.

We aim to excel in providing the highest level of person-centred care to our service users. We believe that our care services should be delivered by those with compassion, competence and commitment to enrich the lives of others.

Are you self-motivated and able to cope well under pressure? Perhaps you like to work independently? Or are you looking for a part time role or a second job? If so, this could be the job for you.

Note: This role does not require you to undertake care calls and is purely a remote support service. You must be able to report to our offices in Maidstone, Kent, as and when required.

Main Responsibilities:

• You will be the main point of contact for all carers and customers during the times outlined below.
• Provide exceptional customer service to our customers, care assistants and other professionals.
• Ensure all phone calls are answered and all necessary notes are taken and logged in a professional manner.
• You will be required to answer all relevant queries from customers and carers and provide guidance where needed.
• Organising care calls and rotas in an emergency to deliver the best quality care.
• To ensure that all customers and team members are being informed and that “information is up to date”.
• Raise and action any adverse events.
• Undertake auditing and data updating/inputting in quiet periods.

To qualify for this role:

• Advantageous but not essential- experience of working in the adult health & social care sector.
• Ideally 2 years previous customer service experience.
• Be an excellent multi-tasker, being able to remain calm and accurate under pressure
• You need to be a strong listener, with a great telephone manner and excellent customer service and communication skills
• Strong IT skills will be required as you will have to be comfortable working across multiple systems
• Must have great attention to detail
• Be able to work shifts From Friday evening through the weekends to Monday morning.
• Ability to follow Company processes and procedures.

Hours:

We are looking for out of hours call handlers available to work the below shifts on an alternate weekend basis:

Position 1: Shift 3 alternative weekends Saturday 16.00pm-22.45pm, Sunday 06.00am-11.30am

Position 2: Annual leave cover shift 1/shift 2/ shift 3

Shift 1: Friday 16.00pm-22.45pm Saturday 06.00am-11.30am, Sunday 16.00pm-22.45pm, Monday 06.00am-10.00am

Shift 2: Saturday 11.15am-16.15pm, Sunday 11.15am-16.15pm

Shift 3: Saturday 16.00pm-22.45pm, Sunday 06.00am-11.30am

A 3-day induction training session will be organised at our offices in Tovil, Maidstone for successful candidates.

Job Types: Part-time, Permanent
Part-time hours: 11.5-22.5 per week

Salary: £10.42 per hour

Benefits:

• Company events
• Referral programme
• Work from home

Schedule:

• Weekend availability

Application question(s):

• Are you based in the South East of England and able to travel to Maidstone for training?

Experience:

• Health & Social Care: 2 years (preferred)
• Customer Service: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: Remote

Reference ID: OCS-09-2022