Description Who we are: At Lifeline & Assisted Living Team, we support over 10,000 customers to enjoy independence in their own home through Technology Enabled Care (TEC) services and products. We provide a range of technology solutions with a 24/7-hour response regardless of the call time & need. We offer a range of packages to suit you personally & your budget. For Carers – It is a chance to have a well-deserved break, knowing your loved ones are being looked after 24 hours a day. For Busy Families – It is a convenient way to help support your loved ones when you cannot be there. For You – It is guarantee that you will get support in an emergency situation. For All – It is the peace of mind knowing the help and support is just a call away. What you will be doing as a Lifeline Operator: Emergency Response: Respond promptly and professionally to incoming emergency calls. Assess the nature of each call, determine the level of urgency, and gather essential information. Coordinate with emergency services, such as medical, police, or fire, where applicable Call Handling and Support: Maintain a calm and empathetic demeanour while communicating with callers in distress. Offer emotional support and reassurance to distressed individuals. Follow established protocols and procedures for accurate and efficient handling of calls. Documentation and Reporting: Accurately document call details, including the nature of the emergency, actions taken, and relevant information. Generate reports and logs of all calls and actions for further review or analysis. Resource Coordination: Collaborate with emergency contacts, dispatchers, and other agencies to facilitate timely and effective assistance. We are looking for applicants who have: Strong communication and active listening skills, especially in high-pressure situations. Ability to multitask, remain focused, and make quick decisions in a fast-paced environment. Empathy, patience, and the ability to handle sensitive and distressing situations professionally. Previous knowledge of emergency response protocols and procedures would be beneficial however training will be provided. Proficiency in using computer systems, including Microsoft Windows, Office 365. Experience in a Call Centre environment, or telesales, or evidence of telephone experience with good customer service skills, is desirable. Our offer to you Salary: £23,150. Plus, overtime and shift enhancements - an additional £1.25 an hour between 22:00 and 07:00, 50% shift allowance for Bank Holidays plus time over in lieu. Working Hours: 37- The Post Holder will be required to work mainly within the Control Centre and some work being home based - working on a rotating shift basis covering a 24/7 service. This is including weekends and Bank Holidays. Shifts are 7am to 7pm or 7pm to 7am. Contract Type: Permanent Base: Corserv Care Lifeline, Office 21, Victoria Commercial Centre, Station Approach, Victoria, Roche, ST Austell PL26 8LG. Working with us you will have an employee benefits package that includes: Generous pension scheme with employer contribution Employee discount scheme and wellbeing events Holiday starting at 23 days and increasing to 28 with service (pro-rata if part-time) with option to purchase additional, plus bank holidays. Cycle to Work scheme. Flexible working hours & home working options Investment and support in your continuous training and development Opportunity to become a Safeguarding Advocate, Health & Wellbeing Champion and Mental Health First Aider Our values: Committed ; kind, caring and compassionate. High-quality ; reliable, trustworthy and consistent. Collaborative ; respectful, connected and understanding. Proactive ; flexible, innovative and problem-solving. To apply: Please email your Expression of Interest to the HR People team peoplecorservcare.co.uk Either a CV or an email with as much information as possible including qualifications and training. Please add these to your email if they are not on your CV. Closing date: Midnight Sunday 12th January 2025 Thank you for supporting our important work at Corserv Care.