Central Control Operators

Emergency Call Handler – 28 hours per week

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 teamhandling 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 salary (based on a 28hr week) of £19,350, which is inclusive of location allowance.

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 work a mixture of early and late shifts between the hours of 7am and 10pm.

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.

Chichester Careline is part of Taking Care based in Florence Road, Chichester PO19 7QU and provides around the clock support to vulnerable clients.

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.

To view our Values and Vision, click here.

Start Date - Monday 1st April 2024

You will need to commit to an initial 4 weeks' training period (5 full days a week). 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 the day in the life of our Emergency Call Handlers look like?

No day is the same and we need someone to join us who can be flexible and adapt to changing situations with the ability to multi-task effectively, This is a varied and busy role and therefore an excellent telephone manner, flexibility and resilience are essential qualities we look for.

To give you an idea a typical day as an Emergency Call Handler will involve

• Evaluating inbound calls from our customer’s alarm systems and managing an appropriate response in accordance with company procedures.
• Assessing, controlling and arranging a swift and appropriate response to emergency situations by calling the fire, police or ambulance service
• Accurately recording details of all calls received and made using CRM system and other databases
• Making quick judgement calls based on the information provided by customers in traumatic and life endangering situations
• Checking during each call that the customer record is complete, relevant and up to date

Development and Training our people is really important to us, however we will need you to have the following skills and experience to be able to perform the role.

• Experience of handling problems and difficult situations calmly and effectively under pressure
• Confident, professional and caring with a patient manner on the telephone
• Experience of dealing with Customers
• Experience in using various systems to keep records updated and use of Microsoft Packages
• Flexible and adaptable to change
• 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 
• Experience of supporting/advising these groups is desirable

The role will be subject to a Enhanced DBS check and reference checks, which will need to be carried out before you can commence working, in line with our security policy.

We offer fantastic benefits including:

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

Long Service Awards, Discount Scheme, On-site Parking and Casual dress

Cycle to Work Scheme

Learning and Development Opportunities

Hybrid Working - There may be the opportunity to work from home on some shifts once you have passed the six months' probation satisfactorily.

We are open to speaking to people from all industries, if you would like to work for a business that really makes a difference to peoples lives, then we’d love to hear from you. Please click ‘apply’ today to be considered as our Emergency Call Handler