My client have vacancies in Exeter and Torbay for Emergency Call Handlers on 40 hours a week (including evenings, weekends and seasonal holidays on a rota basis where generous allowances are payable). The shifts will be 8 hours between 6am and 10pm.
You will need to commit to an initial 4-week training period (5 full days a week).
The role will be working in their dedicated Resolution team handling alarm calls supporting a diverse and largely vulnerable customer base.
They 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 their customers. You will need to be adept at navigating systems.
The role
* 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 their 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
Skills & experience
* 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)
Benefits
* 26 days holiday plus bank holidays which includes your birthday off!
* Opportunity to partake in Shareplan
* Life and Medical Insurance Lite and Healthcare Cash Plan
* Wellness Programmes
* Long Service Awards, Discount Scheme – giving you access to online cash back, childcare vouchers, retail discounts, and cycle to work schemes. 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.
* Free Personal Alarm
* Learning and Development opportunities.
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