Emergency Call Handlers Leatherhead, England
Job description
Mole Valley Life has fantastic opportunities for people from a customer service or health and social care background, who are passionate about making a difference for people and support our older and vulnerable communities’ every day.
About Mole Valley Life
Operated by Mole Valley District Council, Mole Valley Life supports people who may require assistance in their everyday lives, to remain independent and connected to their communities. Mole Valley Life consists of three main service areas:Lifeline Alarm and Technology Enabled Care(TEC), Community Transportand the Fairfield Centrein Leatherhead.
About the Lifeline Alarm and TEC service
Mole Valley Life’s nationally recognised, award winning and TSA accredited, Lifeline Alarm and TEC serviceutilises traditional telecare equipment, alongside cutting edge digital technology and proactive wellbeing calls, to provide bespoke, person centred solutions for clients; empowering them to live independently at home for longer.
About the role
- You will work shifts patterns in a 24/7 contact centre within a large team, answering a variety of calls including emergency alarm calls from Lifeline Pendants, triaging calls and activating individual action plans for an appropriate response for the individual
- You will escalate where there is a need to the emergency services including ambulance, police and fire calls, maintaining contact with the individual and emergency services until support has arrived
- You will be working with our in house team to dispatch Community Wellbeing Responders, or our Technical Support Team to offer support in dealing with equipment issues
- You will ensure accurate recording of call closures and assist with concise reporting for clients
- You will listen and understands an individual need, providing reassurance to the individual and promoting community connections to reduce social isolation and loneliness
- You will work consistently and proactively as part of a dynamic team to meet performance targets as required by Mole Valley District Council’s (MVDC) standard of service, the Technology Enabled Care Standards Authority (TSA) and contractual service agreements
About you
- Working in a busy and varied environment, you will put people first and at the heart of everything you do
- No call or alert is the same, and you will enjoy problem solving, and being able to adapt and think on your feet to problem solve and find solutions whilst acting under pressure
- You will have excellent customer service and communication skills with the ability to adapt style to suit different situations and audiences
- You will be able to multi task and follow procedures in accordance with Mole Valley District Council
- You will be highly organised with demonstrable attention to detail and proven ability to handle highly sensitive, complex and confidential information in an appropriate and timely manner
- A strong team player with proven ability to work effectively in a large team; delivering team goals, enhancing standards and improving team performance
- Caring and considerate nature, showing awareness, sensitivity and consideration for the needs of the older and vulnerable
- You will be computer literate and able to learn and navigate different systems
For you
Further info
- For an informal chat about the role, please contact Stewart Luwawa on 07500 950705
- Closing date for applicants: Open
- Interview dates: Upon shortlisting of successful candidates
- DBS check required: Yes
How to apply
Click Apply Now or email our careers inboxsubmit your CV along with a supporting statement, to let us know how you meet the required skills and experience of the job description and person specification.
"Celebrating Diversity and Inclusion for All"
Job Types: Full-time, Permanent
Salary: £29,292.00-£31,663.00 per year
Benefits:
- Company pension
- Gym membership
Schedule:
- Day shift
- Night shift
Ability to commute/relocate:
- Leatherhead: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Reference ID: EMECALLHANS
