Overview
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?
* 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 customer services department
* Monitoring automatic signals from alarms and take action to resolve power or battery issues
Qualifications & Skills
* Enthusiastic, Caring and a team-player who has what it takes to remain calm and customer focused under pressure
* Comfortable working in a high volume contact centre environment
* 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)
About Taking Care — Our Values & What We Do
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 to make a difference to our customers\' lives by giving them independence and security. We have huge ambitions to grow and to enable people to live more happily and healthily in their own homes. At Taking Care you will feel valued as an employee. We have a unique culture, and we want to recruit people who share our values and who can contribute to our continuing growth. We promote a culture that recognises, develops, and rewards talent. Every individual within our business is important to us, and their contribution plays a vital role in our success. Our ambition for growth means we have lots of opportunities to join the team - opportunities for you to bring your skills and experience and make a positive impact on how we develop our business.
Take a look at our vacancies below, and come and join an amazing place to work. We understand that starting a new job can be daunting. At Taking Care we have a family culture that supports our staff and customers. We are determined to keep this despite our growth - it\'s important to us. Taking Care has solid foundations with over 35 years\' experience and a set of values that run through everything we do. Taking Care provides around the clock support to over 110,000 customers through our personal alarm service, we give our 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.
Start Date, Location & Schedule
Start Date: 20th April 2026
Location: You will need to commit to an initial 2 weeks\' training period (5 full days a week).
Our people help us support our most vulnerable customers, and in return we want to support them. In return, you will receive a starting salary (based on a 24hr week) of £16,068.00 progressing to earn £16,919.40 basic salary when trained on delivering the Brain In Hand service. In addition, generous allowances are payable for weekend and unsociable hours - you will be expected to work within a rota which includes these periods.
Shifts & Availability: You\'ll need to be available for evening shifts, including weekends. We offer part-time options (16, 20, 24 hours per week, etc.), and can accommodate any combination of 4, 5, or 6-hour shifts, typically scheduled as 18:00-22:00, 17:00-22:00, or 16:00-22:00 respectively. Your rota will be published one month in advance.
* 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
Benefits and Perks:
* 34 days holiday which is inclusive of bank holidays and your birthday off
* Opportunity to partake in Shareplan
* Life Insurance and Medical Insurance Lite
* Wellness Programmes
* 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 - You will have the opportunity to apply to work from home on some shifts once you have completed 6-months probation
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