When you leave training, you will continue to work in a supported environment in our control centre with a mentor available to assist you if needed. Having an open, approachable environment in our offices is really important to us, so our team of managers and shift leaders will continue to be available for support and guidance once you are working independently. What does a day in the life of our Emergency Call Handler look like?
Responsibilities
* Assessing, controlling and arranging a swift and appropriate resolution to emergency situations by calling loved ones or, if necessary, the fire, police or ambulance service.
* Accurately recording details of calls received using our systems.
* Swiftly taking action based on the information provided by customers.
* Guiding customers through the process of installing and testing their new alarm system.
* Remotely programming alarm equipment installed in a customer's home.
* Guiding customers through basic troubleshooting checks on alarm equipment and GPS wearable devices to assess faults, where appropriate pass information through to the customer services department.
* Monitoring automatic signals from alarms and taking action to resolve power or battery issues.
Are you an enthusiastic, caring and a team‑player who has what it takes to remain calm and customer‑focused under pressure? No two days are the same, and we need someone who can quickly adapt to changing situations with the ability to multi‑task effectively, who is resilient and comfortable handling emotionally demanding calls to achieve positive outcomes for our customers. It is the responsibility of the Emergency Call Handlers to remain calm, whilst reassuring the customer and gaining all the vital information to manage the situation. You will need to be comfortable navigating systems and used to working to predefined processes. When you receive a call, you are responsible for recording the right information, sometimes under difficult circumstances, offering reassurance to the caller, while assessing the support they need. Comfortable working in a high‑volume contact centre environment.
Qualifications
* Confident, professional and caring with a patient manner on the telephone.
* Previous experience of dealing with customers.
* Experience in using various systems to keep records updated and use of Microsoft packages.
* Flexible and adaptable to change; comfortable dealing with new technology.
* The ability to multitask and follow procedures with an inquisitive nature.
* Able to demonstrate a high level of attention to detail.
* Demonstrate previous experience in a care, customer service or call centre environment (Desirable).
As part of AXA Health, Taking Care provides around the clock support to over 110,000 customers through our personal alarm service, giving customers the confidence to live safely, well and remain in the home they love.
Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide. When will you be donning your cape and putting on your mask?
Salary and Benefits
* Starting salary (based on a 24‑hour week) of £16,068.00, progressing to earn £16,919.40 basic salary when trained on delivering the Brain In Hand service. Additional generous allowances are payable for weekend and unsociable hours.
* Expected to work within a rota that includes weekday evenings, weekends and unsociable hours. Shift patterns: 4, 5 or 6‑hour shifts (typically 16:00–22:00, 17:00–22:00, or 18:00–22:00). Rotas published one month in advance.
* Part‑time options: 16 hours per week – £10,712.00 per annum; 20 hours per week – £13,390.00 per annum; 24 hours per week – £16,068.00 per annum.
* 34 days holiday inclusive of bank holidays and birthday off.
* Opportunity to partake in Shareplan.
* Life Insurance and Medical Insurance Lite.
* Wellness Programme(s).
* Volunteering day.
* Pensions scheme.
* Long Service Awards, Discount Scheme, On‑site Parking and Casual dress.
* Cycle to Work Scheme.
* Learning and Development Opportunities.
* Hybrid Working – apply to work from home on some shifts after 6 months probation.
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