Are you experienced in handling calls and supporting vulnerable individuals?
Are you flexible and open to working on a rotating shift pattern?
Do you want to be part of a team that makes a real impact in the community?
Shift Pattern: 4 shifts on, 4 shifts off (inc night shifts) covering 24/7, 365 days a year.
Location: Strood (moving to Gun Wharf, Chatham in 2025)
Benefits: Death in Service Benefit, 24-hour GP support, night shift health checks, counselling, free parking, free tea and coffee, mental health support, birthday day off, and Christmas concession day.
About the Call Handler Role:
As a Call Handler in the Monitoring Control Centre, you will ensure the safety and well-being of vulnerable individuals, public spaces, and commercial properties. You will play a key role in operating telecare and CCTV monitoring services, responding to emergency calls, and coordinating with various agencies when action is needed.
Key Responsibilities:
* Assistive Technology Monitoring:
* Respond to incoming assistive technology calls, providing reassurance and support to vulnerable users, such as elderly or disabled individuals.
* Summon emergency assistance when necessary and document all actions taken.
* Conduct equipment tests and report system issues as needed.
* CCTV Monitoring:
* Monitor CCTV systems, keeping a vigilant eye on public areas and partner sites for any suspicious activity.
* Manage cameras, document incidents, and escalate issues to authorities when appropriate.
* Handle authorised enquiries in line with Home Office guidelines and company policies.
* Emergency Call Handling:
* Handle Council Out of Hours Emergency calls, accurately documenting actions and coordinating emergency responses.
* Liaise with external agencies to ensure appropriate responses to incidents.
What we are looking for:
Essential Skills and Attributes:
* Interest in assistive technology and promoting independent living.
* Must have permanent Right to Work in the UK
* Empathy and patience to support vulnerable individuals with professionalism.
* Resilience in high-pressure environments, managing interruptions or conflicting demands.
* Strong communication skills, especially when handling sensitive information.
Experience and Qualifications:
* GCSEs in English and Maths (or equivalent).
* Analytical skills to interpret information and develop effective responses.
* Computer proficiency for operating CCTV and assistive technology systems.
* Ability to pass vetting processes, including Non-Police Police Vetting Level 1 and enhanced DBS.
Desirable:
* SIA CCTV licence and familiarity with relevant legislation.
* Experience in CCTV monitoring, data protection, or work related to supporting individuals' wellbeing.