What's involved with this role:
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 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.
The ideal candidate will have relevant experience in a customer service call centre office environment and dealing with vulnerable customers.
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 (eg 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 enquires 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,
Ensuring that all computer and manual records are accurate and current, taking the initiative to ensure that all critical data is obtained.
Qualifications:
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).
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and exact job title.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms. We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.
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Job Ref: Stoke 5259600
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.