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Carelink Call Handler - Derby

  • Job reference: LMCDERBCC1
  • Location: Derby, Derbyshire
  • Job type: All
  • Area of Expertise: Sheltered Housing Care Line
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Job description: A local authority in Derby is recruiting for a Carelink Responder / Call Handler to work on their 24-hour emergency TSA accredited monitoring and response service ensuring that vulnerable people have access to support at the end of the phone or at the touch of a button whenever they need it.

The Role
The focus of this role is to work within the Carelink Team to provide a flexible, caring and high-quality installation, monitoring, response and support service to, Telecare users of the council's care alarm services and vulnerable adults in the wider community needing support.
Your main responsibilities within this role will include:
*Work a 24/7 rotational shift pattern covering days, afternoons evenings and nights on a rota basis including weekends and bank holidays 365 days of the year and be required to work an alternative shift patterns as and when the needs of the business require, this may be at short notice
*To respond to calls out of hours, for Derby Homes repairs service, Design and Property services, Home First Support Workers, Careline and any other council services that Carelink provide a service for taking the appropriate action passing on requests to the appropriate contactor, council department or council officer, in accordance with instructions given..
*To provide a professional call handling service by dealing sensitively with a diverse customer base and by maintaining confidentiality at all times, responding and prioritising emergency telecare calls by assessing the reason for the call, its urgency and to take prompt and appropriate action in accordance with procedures and instructions.
*To be responsible for maintaining and regularly updating both manual and computerised client information systems, recording customer incidents and recording the nature of all calls received and all initiated actions accurately.
*To accurately record and input details on the call handling system for each service user of all scheduled visits and actions taken by the Telecare Support Officer

The Candidate
To be considered for this role, it is essential that you have excellent call handling and customer service skills, including having worked in a call centre environment - ideally within a care, housing or emergency service setting previously.
You must be able to remain calm under pressure and be able to make judgements in difficult situations.
Due to the nature of clients you will be supporting in this role, you will require an enhanced DBS.

The Contract
This is a full time role, working 35 hours per week on a 10 week rolling rota, including nights and weekends.

How Apply
To apply for this role, please send your CV Lee McMillan at Service Care Solutions via lee . mc millan @ service care . org . uk. You can also call Lee on 01772 208 966 discuss the role in more detail.