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Carelink Call Handler - Derby

  • Job reference: SJP127
  • Location: Derby, Derbyshire
  • Job type: Shift
  • Area of Expertise: Housing Support
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Job description: I am currently recruiting for an Carelink Call Handler based in Derby. This is a 365 day a year service covering a 24 hours a day. The working hours 24 hours a week working Thursday to Sunday 18:00 - midnight.

The main purpose of the role is to be part of a team operating 24/7, covering the community alarms and Telecare service. Provide an emergency response service, carry out call handling, urgent maintenance, installing emergency equipment to support people who receive the Carelink service and their carers.

Some of your key duties will include :

*To provide a professional call handling service by dealing sensitively with a diverse customer base. 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 updating customer's details and customer incidents on the computerised call handling system and social care database Liquid Logic and record the nature of all calls received and action initiated.
*To provide an emergency response service to customers who have fallen or need help to mobilise. Safely lifting uninjured fallers using the lifting equipment and to other calls for help from Carelink customers. Including re-setting fire panels and allowing access to emergency services and complete and submit a report of every call out attended detailing all actions taken when on site.
*Carry out checks on installations and equipment in customers' homes where faults are suspected and carry out repairs as necessary. Report any faults on the alarm equipment linked to Carelink and follow up faults identified to set standards and procedures and respond to tests on installation, fault find and report taking appropriate action as necessary.
*To take follow up action in respect of calls received, liaising with customers and their representatives, medical professionals, emergency services and other appropriate staff across social care and housing and providing an emergency response service as required.

If you are interested please call Sam at Service Care Solutions on 01772 208 966 or email your CV to