This role is office based at Blackdown House (Honiton).
Contracted to work approx 25 hours per week based on the following rota:
Week 1 – Mon, Tues, Sat & Sun – early shift 7.00 – 15.00
Week 2 – Wed, Thurs, Friday – early shift 7.00 – 15.00
Week 3 - Mon, Tues, Sat & Sun – late shift 15.00 – 22.30
Week 4 - Wed, Thurs, Friday – late shift 15.00 – 22.30

REQUIREMENTS

• Excellent Customer Services Skills
• Call Centre Role - lots of phone calls coming through at anytime
• Must have experience in the Microsoft Office and Data Entry Experience
• Must be a team player

EDUCATION/TRAINING

• Good standard of education to GCSE level or above or equivalent (relevant experience will also be considered)

KNOWLEDGE

• Good computer skills and knowledge of Microsoft Office
• Knowledge of community alarms and telecare equipment or previous experience in a telecare environment
• Good knowledge of the local area (East Devon)

SKILLS AND ABILITIES

• Accuracy and attention to detail, particularly when working to tight deadlines
• Calm under pressure when dealing with high volume of telephone calls often of a sensitive or critical nature
• Must have a caring attitude in order to support some of the most vulnerable people
• Be able to use initiative when making life critical decisions
• Able to react and priories information from a variety of different sources
• Ability to work as part of a close knit team in a multi functional environment

SUCCESSFUL EXPERIENCE IN

• Experience in dealing with the general public and vulnerable adults
• Experience of working in a customer centre or customer service environment

SPECIAL REQUIREMENTS & EMPLOYEE SCREENING CHECKS REQUIRED FOR SUCCESSFUL APPLICANT

• Right to work in the UK
• Check of qualifications essential to the Job
• References
• Basic DBS Disclosure
• Willingness to work non standard hours, which include Nights shifts, plus working weekends and Bank Holidays

JOB PURPOSE:

• To provide a professional and effective response to calls from Service Users, alarm calls and out of hours
• To staff the Control Room working an agreed rotating shift pattern covering 24 hours a day 365 days a year
• Provide assistance to our customers in non-emergency and emergency situations
• Provide a high level of customer service to our client base
• Ensure the integrity, accuracy and confidentiality of all information held
  Core accountabilities:1. To respond to emergency and routine calls received by the Control Centre in a calm, efficient, sympathetic and helpful manner in accordance with procedures and policies
• To make emergency calls to all 3 emergency services and doctors, district nurse or contacts etc dependent on the individual person’s need at the time of the call
• To ensure all records are inputted accurately, that calls received are logged of action taken and complete other administrative duties required as part of the role. Plus from time to time undertake other duties commensurate with the level of the post within the Housing Services to help service delivery
• To respond to customer enquiries efficiently and deal with Out of Hours calls for East Devon and Teignbridge District Council
• To program, clean and prepare equipment as per manufacturers’ guidelines ready for installation
• Lone Working monitoring for staff and corporate clients. Plus responding to GPS devices and provide location information where available
• To book in new installations, data checks and equipment faults
• Accurately recording all actions taken and information relating to all services provided by the Home Safeguard service
• To adhere to Council policies in particular Data Protection, Safeguarding etc
• To develop and maintain a comprehensive knowledge of telecare equipment, related sensors and associated technologies and other role relative training and attendance of meetings
• Make sure that Home Safeguard offers a customer focused service using systems thinking principles
• Support the Council’s approach to equalities and diversity ensuring that our services and policies identify, address and promote the needs of our diverse community. This includes the need for safety of children and other vulnerable people
• Take personal responsibility for the relevant aspects of the Council’s Health and Safety Policy
• Ensure awareness and compliance with the Council’s policies, Code of Conduct and Constitution
• Evaluate and assist in managing risk within the service

At BSS, we uphold the highest standards of screening and trust for every role. Successful applicants will undergo a comprehensive pre-compliance process in line with the Baseline Personnel Security Standard (BPSS). This includes:

• Identity Verification: Confirming the authenticity of your identity documents.
• Employment History Checks: Reviewing your occupation history for the past 3-5 years (depending on client requirement).
• Right to Work Verification: Ensuring you have the legal right to work in the UK.
• Unspent Conviction Check: Conducting a Basic DBS Check to reveal any unspent convictions