Join Our Team at Corserv Care as a Call Handler (Hybrid) - Technology Enabled Care Officer (TEC).
Salary: £,
Working Hours: per week
Contract Type: Permanent
Base: Victoria Advent House, Roche, PL LG.
Click to read more about us and what benefits we offer.
About the role: Are you an excellent communicator who could respond promptly and professionally to incoming emergency calls? In this key role, you'll provide vital support to people in their homes, helping to ensure they have emotional support and reassurance, whilst following procedures and documenting call details. If you're looking to grow your career as a TEC Officer/Call Handler within a supportive and fast-paced environment, we’d love to hear from you.
Role Purpose: We're looking for a Call Handler to take emergency response calls, assess the nature of each call, determine the level of urgency, and gather essential information. Coordinating with emergency services, such as medical, police, or fire, where applicable. This is an essential role in supporting people in Cornwall to return to or remain in their homes and to be as safe and independent as possible with the use of technology enabled care such as lifeline alarms and TEC equipment.
What you'll be doing:
1. Monitoring and responding to the range of alerts and calls presented to the calls handling platform and take appropriate action fully in accordance with the services and partners policy and procedures.
2. Responding to callers in a compassionate polite and helpful way and ensure appropriate help is provided as required.
3. Taking responsibility for ensuring calls answering meets and exceeds the TEC KPI for calls handling performance each month by answering at least of emergency calls within seconds, and % of all emergency calls within seconds.
4. Remaining up to date and fully conversant with the range of equipment offered by the service, to effectively handle calls and to process referrals and applications by ensuring suitable equipment is provided to meet the service user’s needs. This will include the use of supplier equipment portals to manage equipment settings.
5. Responding to enquiries relating to the technology enabled care equipment (TEC).
About you:
Qualifications & experience essential criteria:
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 .
Experience in a Call Centre environment, or telesales, or evidence of telephone experience with good customer service skills, is desirable.
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.