Description We are looking for someone to join our customer contact centre at Lifeline & Assisted Living Team. 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: Roche, St Austell Working with us you will have an employee benefits package that includes: Comprehensive training and ongoing professional development opportunities. Fulfilling and impactful work contributing to the safety and well-being of individuals in need. Employee discount scheme, Benefits App 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. Opportunity to become a Safeguarding Advocate, Health & Wellbeing Champion and Mental Health First Aider Cycle to Work scheme. Investment and support in your continuous training and development Generous pension scheme with employer contribution. Safeguarding: We are committed to safeguarding the welfare of all our service users, clients and customers. This role is subject to a basic DBS check. If the role is working with vulnerable individuals and/or children and young people, you will be asked to complete a relevant DBS check to be successfully appointed to the role. To apply: Please submit your CV. Corserv Care look forward to receiving your details and we will respond to your application. Due to the large number of applications, we will be viewing applicants on a daily basis, and we may contact you before the closing date to invite you to an interview. Closing date Midnight Tuesday 26th November 2024