Job Purpose:
To provide the users of the Telecare Cardiff with an efficient, reliable and friendly response to their emergency alarm calls.
Duties and Responsibilities
*To receive and respond to issues reported to the contact centre including emergency and priority calls from vulnerable and elderly customers.
*To work with colleagues within the Contact Centre and other service areas to ensure the highest levels of call resolution and customer satisfaction.
*To provide any practical help, care or support that is required and inform the Control Centre of the circumstances and their own actions.
*To deal with sensitive and emergency situations effectively and efficiently liaising with other customers, next of kin, care agencies are/or emergency services.
·To maintain clear, accurate and concise records of any visits to customers in the event of an alarm call or a routine visit.
Job Specific Requirements
·To listen patiently, to empathise with the customer’s situation and convey a genuine desire to help and support.
·Communicate clearly, concisely and appropriately to a wide range of customer and colleagues.
*Mobile Responder will be required to visit the home of a person who has triggered an alarm call to the control centre and in the event of any defective equipment.
*To receive notice and details of alarm calls via a mobile telephone, tablet and two way radio and drive safely to the home of the person who has triggered the alarm call.
*Carry out routine visits to the Sheltered Housing schemes in the absence of the Scheme Manager.
*Programming and reprogramming dispersed alarm units and pendants together with fast dial buttons and testing the unit correctly, installing equipment into the users or agency’s property.
·Work with current and emerging technology to enhance customer contact services, assisting in the development and implementation of systems (both manual and technology based).
·Work as part of the wider team ensuring continuous improvement responding to change in a positive manner
·To be responsible for the safe keeping of the Authority’s fuel cards and equipment completing driver vehicle log sheets and vehicle condition log.
·To attend relevant training sessions, courses and team meetings as required, being trained to provide cover for Control Centre operator and Sheltered Housing in emergency cases.
·To assist in the training of colleagues, mentoring new starters, sharing knowledge and best practice.
·Undertake all duties associated with the role while working independently, including during night shifts, in accordance with lone working procedures.
Educated to GCSE standard or equivalent, five GSCE’s grade C and above. Two of these GCSE’s must include Mathematics and English.
Demonstrates the ability to work under pressure with confidence and initiative and be committed to the provision of a quality service for customers at all times
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