Temporary Lifeline Customer Service Advisor/Admin x 4
Job Ref: Stoke 5259600
Pay Rate: £14.36 per hour PAYE
Hours per week: 37 Monday – Sunday, rota basis
Role Length: This opening assignment is for 2-3 months
City: Stoke on Trent, Staffordshire
This role is based on a 24/7 rota – each shift is 8.5hrs, postholders will be expected to work nights, weekends and bank holidays (including Christmas) as part of the rota.
The Telecare Customer Service Advisor is the first point of contact for Telecare and Lifeline Service, providing help and support to people in potentially life-threatening situations. The role involves taking calls from people in need, helping the person to stay calm and safe, identifying the issue, arranging any required support, and ensuring the person’s welfare.
Key Responsibilities:
* Triage calls from Telecare and Lifeline clients (self-funding, social care, and funded by external agencies) in order to acquire the correct medical or relevant information to provide the appropriate support required from emergency services, First Response or alternative agencies or contacts. To take the best possible action on behalf of the customer, even if required to override their wishes.
* Receive and act upon activations by other digital technology systems (e.g., med reminders, activity monitoring systems), identifying the issue and arranging the most appropriate support, if support is required.
* Receive and resolve calls received via the City Council’s “Out of Hours” service, using set procedures set internally or by other departments. This would include identifying the problem, the level of risk and urgency, and identifying and despatching the most appropriate response where a response is required. Where necessary making decisions without standard procedures in order to resolve issues in an efficient and appropriate manner.
* Receive and resolve calls for other organisations’ out-of-hours services using set procedures. This would include identifying the problem, the level of risk and urgency, and identifying and despatching the most appropriate response where a response is required. Where necessary making decisions without standard procedures in order to resolve issues in an efficient and appropriate manner.
* Handle general enquiries on the team’s public telephone line and receive and book referrals where required.
* Be responsible for lone worker support to colleagues and other departments, escalating to relevant agencies and emergency services, as and when required.
* Provide call handling for fire alarm systems within City Council high and low rise blocks and sheltered schemes.
* Provide key holding service on behalf of City Council for access to buildings for service providers and tenants.
* Provide secure access to all City Council high and low rise blocks and sheltered schemes for relevant emergency services and maintenance providers.
* Ensure that all computer and manual records are accurate and current, taking the initiative to ensure that all critical data is obtained.
Qualifications:
1. Recognised first aid course, and willingness to maintain currency.
Skills & Experience:
* Minimum of 12 months recent experience in a similar role or context and ideally within a public sector organisation.
* Experience of computer software applications – word processing, spreadsheets and telephone technology etc.
* Good administration skills.
* Strong interpersonal skills and the ability to deal with change, conflict and difficult situations.
* Strong IT skills including Microsoft packages or equivalent (e.g., G Suite).
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