Telecare Operator - Casual
Hanover (Scotland) Housing Association Ltd has been housing and supporting people in Scotland for more than forty years. Our core purpose is to help older people feel safe, secure, and live independent lives. We manage over 5,000 homes throughout Scotland and provide telecare, community alarm, and call centre services to more than 40,000 people. Our services include emergency alarm monitoring, lone worker monitoring, safety monitoring for domestic violence victims, and out-of-hours property maintenance. Hanover is a Scottish Charity and a Registered Property Factor.
Role Description
Hanover Scotland's Customer Service Centre operates a control room of dedicated Telecare Operators who support Hanover’s customers nationwide.
* You will take inbound alarm calls and determine the reason for each call.
* Coordinate vital activities to ensure the safety and wellbeing of our customers.
* Work 24/7 as the centre operates 365 days a year.
* Provide external Repairs and services to approximately 35 external customers, including answering Door Entry Calls, Repairs, and General Enquiry calls.
* Answer Door Entry Calls, Repairs and General Enquiry calls as relief staff.
About You
As this is a hybrid role, you must be able to work from home professionally and handle calls continuously throughout your shift. Due to the critical nature of the role, a strong and stable internet connection is contractually required to perform this role.
* Passion for providing care and help to people.
* Resilient, proactive and self‑confident.
* Strong, clear and effective communication skills.
* Ability to input information whilst listening to calls.
* Unwavering patience and understanding.
* Empathy towards older persons and the ability to build rapport in difficult situations.
* Flexible and adaptable, open to change and new ways of working.
* Must hold the right to live and work in the UK without sponsorship.
* Full background and pre‑employment checks will be conducted where an offer of employment is made.
Seniority level
* Entry level
Employment type
* Full‑time
Job function
* Management and Manufacturing
* Non‑profit Organization Management
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