Location: Hybrid – Edinburgh

Remuneration: £20,710 - £24,464 (pro-rata)

Hours: Weekdays and/or Weekends (07:00 – 14:00 / 14:00 – 21:00)

4 on 4 off shift pattern (14:00 – 21:50, average 28 hours per week)

Closing Date: 8th March 2023, Noon (this vacancy may close early if the maximum number of applications is reached)

Hanover has been supporting people in Scotland for over 40 years. We aim to provide desirable homes, happy customers and a resilient organisation.

About the Role

Hanover Scotland's Customer Service Centre, based in Edinburgh, operates a control room of dedicated Telecare Operators who support Hanover’s customers nationwide.

At Hanover, some of our customers need help to feel safe and secure at home. Our Telecare Operators are vital in providing this critical service.

This exciting Part-time Telecare Operator role has the following shifts available:

Your customers will be nationwide and as the voice of Hanover you will be taking inbound alarm calls, determining the reason for a call, and coordinating vital activities to ensure the safety and wellbeing of our customers.

Every call is different as our Customer Service Centre operates 365 days a year, 24 hours a day and you will discover a real variety of customer situations meaning that each day brings something new.

About You

As this is a hybrid role, you must be able to work from home professionally and handle calls continuously throughout your shift. Due to the critical nature of the role, a strong and stable internet connection is contractually required in order to perform this role.

• To join us, you need to have a genuine passion for providing care and help to people.
• Resilient, proactive, and self-confident.
• Strong, clear and effective communication skills
• Ability to input information whilst listening to calls
• Unwavering patience and understanding.
• Ability to empathise with older persons and comfortably build rapport in difficult situations.
• Flexible and adaptable, open to change and new ways of working
• Must hold the right to live and work in the UK without sponsorship.

Please note that a full background check and pre-employment checks will be conducted where an offer of employment is made.

Benefits

• Basic reward package of £20,710 pro rata basic salary.
• Incremental annual salary increase from £20,710 - £24,464 over 5 years.
• On-the-job training to ensure you are fully trained to deal with customer situations.
• Basic annual leave entitlement.
• Opportunities for career advancement.
• Working in a rewarding role within a friendly and open environment.
• We are based at McDonald Road, Edinburgh, though we will provide equipment for also working from home.

Application Process

It’s really important that we get to know each other thoroughly before having the opportunity to welcome you to the team. We operate a two-stage recruitment process.

Online Applications that meet the minimum criteria for the role will be contacted to attend:

• Initial telephone interview lasting approx. 15-20 minutes (w/c 13th March 2023)
• Virtual assessment centre and personal video interview (23rd March 2023)

Each stage provides an opportunity to assess important requirements and ultimately, your suitability for the role. We look forward to hopefully meeting you soon.

Hanover is an equal opportunity and disability confident employer.

Hanover (Scotland) Housing Association Ltd

Scottish Charity no: SC 014738

Contact information

To find out about working with Hanover, contact us on 0800 111 4646 or email at [email protected]