Emergency Call Handler- Full Time

About Careline365

Careline365 is an award-winning company who provide a life-saving service across the United Kingdom and the Republic of Ireland, bringing peace of mind to people and their loved ones.

Despite going through an exciting period of growth, we still have that family company feel, where our employees are more like friends than colleagues. We provide a friendly and relaxing working environment across all departments and the successful candidate for any of our current vacancies will soon feel right at home.

Position:

About the role:

We are continuously looking for compassionate and hardworking Emergency Call Handlers to join our Alarm Response Centre. This position is a crucial role at Careline365 and you will be working as a key representative for a business that helps thousands of people each year.

The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most. This may be anything from providing reassurance to a lonely client, to arranging an ambulance for someone feeling unwell.

Calls can vary considerably, with the majority of activations consisting of test calls or accidental presses. We also liaise with Doctors and the relatives/friends of our clients who are listed on their profiles, and notify next-of-kin of any emergency callout made.

When call volumes are lower, there are also administration tasks available, consisting of proactive database maintenance.

The main responsibilities for this role include:

• Entering new customer details onto our Call Handling database
• Answering emergency calls, assessing the situation and responding accordingly in a calm and efficient manner
• Ensuring test calls are carried out effectively and efficiently
• Ensuring new and existing customer details are up to date

Requirements:

About the person:

To flourish as an Emergency Call Handler, you must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs.

The team offers a friendly and supportive working environment with excellent facilities, full training, and a positive environment.

To be a successful candidate for this role you must also have the following attributes, skills and experience:

• A confident and polite telephone manner, even when under pressure
• The ability to remain professional always
• A reliable individual who can work with high levels of autonomy
• Must be PC literate, able to type well
• Ideally, GCSE or equivalent in Maths and English

Other information:

About rewards and benefits:

In return for your hard work, you will receive a competitive basic salary with fantastic company benefits including:

• Aviva Pension Scheme
• Free eye tests through Specsavers
• Free tickets to the Executive company box at Norwich City Football Club
• Increasing holiday allowance with each year of service
• Paid Duvet Days after a successful probation period
• Generous staff discount when you buy products from Zatu website or in their shop
• £50 Zatu voucher on your birthday after completing probation
• Employee referral bonus
• Further education/qualification contributions
• Health assured EAP service for workplace wellbeing
• Bike to work scheme and cycle storage
• Free on-site parking

This is an exciting time at Careline365 - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

If you are interested in this role please click on the apply button and we will be in touch shortly about your application.

You will need to commit to 3 weeks of Full Time Training which will be monday to Friday , starting on Monday 17th April 2023.

Job Title: Emergency Call Handler

Hours: Full-time - 35 hours

EXAMPLE Shift pattern:

Week 1

Wednesday 06:00-14:00

Thursday 06:00-14:00

Friday 06:00-14:00

Week 2

Monday 14:00-22:00

Tuesday 14:00-22:00

Wednesday 14:00-22:00

Saturday 06:00-14:00

Sunday 06:00-14:00

Week 3

Monday 06:00-14:00

Tuesday 06:00-14:00

Thursday 14:00-22:00

Friday 14:00-22:00

Saturday 14:00-22:00

Sunday 14:00-22:00

Salary: Starting rate £10.92 with the potential to increase based on performance to £13.00

Regular Overtime available at generous enhanced rates

Location: Bowthorpe, Norwich

Hybrid working will be considered in 2023.