We are currently looking for 1 NIGHTTIME Carelink Operator to join our client, Derby City Council.
We are looking for a Carelink Operator with a minimum of 6 months experience in the UK within a call centre or 999 / 111 / Emergency Call Handler / Customer Service Advisor environment who are looking to develop their professional career within a Local Authority.
Main Responsibilities
* To provide a professional call handling service by dealing sensitively with a diverse customer base and by always maintaining confidentiality, 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
* 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 acco...