Emergency Call Handler - Full Time

About the Appello Group and Careline 365

Careline365 is an award-winning company who provide a life-saving service across the United Kingdom and the Republic of Ireland, bringing peace of mind to people and their loved ones.

Whilst going through an exciting period of growth, we still have that family company feel, where our employees are more like friends than colleagues. We provide a friendly and relaxing working environment across all departments and the successful candidate for any of our current vacancies will soon feel right at home.

As part of the Appello Group, we are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring centre with the latest digital technology being created by ourselves and our partners. As the UK's largest telecare monitoring and digital equipment provider, we support over 300,000 vulnerable people in our communities to live safer, happier, and more enriched lives.

Our journey of supporting housing, health and social care dates back to 24th June 1988 when we took our first emergency call from our Head Office in New Milton, Hampshire. With a team of just five employees, we were pioneers for emergency monitoring within the housing sector. Over the next decade our business grew considerably as did our team.

The Appello Group now consists of many brands, including, Appello and Careline365, all are equally pivotal in our continued growth and commitment to improving the safety and wellbeing of our communities.

Today, we operate from multiple locations across the UK, with offices in Hampshire, Wiltshire, and Norfolk, and a team of remote workers all over the UK.

Position:

Job Title: Emergency Call Handler

Hours: Full time average 35 Hours a week

Shift pattern: on a three week rotation, please see example below

Salary: Starting rate £10.92 with the potential to increase based on performance up to £13.00ph

Regular Overtime available at generous enhanced rates of up to £19.00ph for a night shift

Start date :19th June 2023

Location: Bowthorpe, Norwich

**You need to be able to commit to 3 weeks of Full Time Training, Monday - Friday 09:00 - 17:30 **

please see example pattern - this would not necessarily be the pattern that is available

EXAMPLE Shift pattern:

Week 1

Monday 14:00-22:00

Tuesday 14:00-22:00

Wednesday 14:00-22:00

Saturday 06:00-14:00

Sunday 06:00-14:00

Week 2

Monday 06:00-14:00

Tuesday 06:00-14:00

Thursday 14:00-22:00

Friday 14:00-22:00

Saturday 14:00-22:00

Sunday 14:00-22:00

Week 3

Wednesday 06:00-14:00

Thursday 06:00-14:00

Friday 06:00-14:00

About the role:

We are continuously looking for compassionate and hardworking Emergency Call Handlers to join our Alarm Response Centre. This position is a crucial role at Careline365 and you will be working as a key representative for a business that helps thousands of people each year.

The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most. This may be anything from providing reassurance to a lonely client, to arranging an ambulance for someone feeling unwell.

Calls can vary considerably, with the majority of activations consisting of test calls or accidental presses. We also liaise with Doctors and the relatives/friends of our clients who are listed on their profiles, and notify next-of-kin of any emergency callout made.

When call volumes are lower, there are also administration tasks available, consisting of proactive database maintenance.

The main responsibilities for this role include:

• Entering new customer details onto our Call Handling database
• Answering emergency calls, assessing the situation and responding accordingly in a calm and efficient manner
• Ensuring test calls are carried out effectively and efficiently
• Ensuring new and existing customer details are up to date

If you are interested in this role please follow the instructions...there are two parts to the application process

** Once registered Test Gorilla will send you a link to the assessments - check your junk email !!**

Requirements:

About the person:

To flourish as an Emergency Call Handler, you must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs.

The team offers a friendly and supportive working environment with excellent facilities, full training, and a positive environment.

To be a successful candidate for this role you must also have the following attributes, skills and experience:

• A confident and polite telephone manner, even when under pressure
• The ability to remain professional always
• A reliable individual who can work with high levels of autonomy
• Must be PC literate, able to type well
• Ideally, GCSE or equivalent in Maths and English

Other information:

This is an exciting time at Careline365 - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

If you are interested in this role please click on the apply button and we will be in touch shortly about your application.

About rewards and benefits:

In return for your hard work, you will receive a competitive basic salary with fantastic company benefits including:

• Aviva Pension Scheme
• Free eye tests through Specsavers
• Free tickets to the Executive company box at Norwich City Football Club
• Increasing holiday allowance with each year of service
• Paid Duvet Days after a successful probation period
• Generous staff discount when you buy products from Zatu website or in their shop
• £50 Zatu voucher on your birthday after completing probation
• Employee referral bonus
• Further education/qualification contributions
• Health assured EAP service for workplace wellbeing
• Bike to work scheme and cycle storage
• Free on-site parking

C365INDH