Emergency Call Handler

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

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 as part of our dedicated Resolution team handling alarm calls in a 24/7/365 alarm monitoring centre supporting a diverse and largely vulnerable customer base. Within this role you will play a critical role in our response to both emergency and non-emergency calls, providing an essential, life-saving service to our customers. We have a great culture and support and value our staff and customers.

No two days 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. It’s the responsibility of the Emergency Call Handlers to remain calm, whilst reassuring the customer and gaining all the vital information to manage the situation.  You will need to be comfortable navigating systems and used to working to predefined processes. When you receive a call, you are responsible for recording the right information, sometimes under difficult circumstances and offering reassurance to the caller, while assessing the support they need.

Not every call you deal with will be a matter of life or death but the way you listen, interpret and deal with the calls will make a vital difference to the customers we serve every day.

In return, you will receive a starting salary (based on a 40hr week) of £26,000 with the opportunity to progress to £27,300 on basic salary with additional training.

In addition, generous allowances are payable for weekend and unsociable hours – you will be expected to work within a rota which includes these periods.

You’ll need to be able to work a mixture of early and late shifts, including weekends between the hours of 6am and 10pm.Your rota will be published 1 month in advance.

Who are We?

As part of AXA Health, Taking Care provides around the clock support to over 110,000 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 40 hours a week and are also interested in hearing from you if working certain hours on evenings and weekends is your thing.

Start Date: Monday 22nd July 2024

You will need to commit to an initial 4 weeks' training period (5 full days a week). This training will take place at our office in Exeter. Once the training is completed satisfactorily, the role will be based at our Exeter or Ashburton; while we will take into account your preference, our operation requires flexibility to attend either site.

When you leave training, you will continue to work in a supported environment in our control centre for a further 2 weeks with your fellow trainees, with a mentor available to assist you if needed.

Having an open, approachable environment in our offices is really important to us, so our team of managers and shift leaders will continue to be available for support and guidance once you are working independently.

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 or if necessary, 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
Guiding customers through the process of installing and testing their new alarm system
Remotely programming alarm equipment installed in a customer’s home
Guiding 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 volume contact centre environment
Confident, professional and caring with a patient manner on the telephone
Previous 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
Volunteering day
Pensions scheme
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 a Emergency Call Handler

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.

Closing date for applications: Monday 24th June