REQUIRED SKILLS:

• Ability, enthusiasm, and passion to deliver high quality customer service, working professionally and calmly under pressure
• A “people person”, able to build and maintain strong and effective relationships with internal and external stakeholders.
• Communication is key to your success in this role which includes a calm, sympathetic and decisive approach to a wide range of challenging situations
• Flexible, able to work a variety of shifts, resilient and adaptable to perform and deliver within an ever-changing environment.
• Effective and accurate written and verbal communication skills with excellent attention to detail
• Competent in multi-tasking, prioritisation and forward planning and ability to manage competing demands

ABOUT THE ROLE:

As part of the On Call team you will provide assurance, assistance, and practical support to a customer base of around 60,000 Anchor and private customers. The role will include regular liaison with contactors, emergency services, colleagues, customers and their relations, and others to provide the highest level of service delivery to all customers. Full and on-going training will be provided.

Reporting into the On Call Team Manager (or Team Leader on shift) and working as part of a team, responsibilities will include:

• Working shifts with up to 13 Customer Service Advisors to deliver a 24-hour community alarm service to some our customers at over across England, aged 55 and above.
• Managing alarm calls from customers, including medical emergencies, requests for Carer support and property repair, and incoming and outgoing telephone calls, to deliver excellent services in line with established policies and procedures.
• Providing a range of services to scheme customers, contractors and visitors, colleagues, and others, from reassurance and advice to arranging out of hours emergency repairs and emergency services attendance.
• Arranging appropriate assistance, record outcomes and ensure incidents and information are handed to third parties to attend and provide practical assistance.
• Making appropriate judgments, based in database information available, established procedures, training and experience, but with the opportunity to exercise judgment and initiative where appropriate, all supported with the opportunity to seek guidance or escalate alarms calls appropriately to a Team Leader.
• Data inputting from emails and phone calls from operational and other colleagues to maintain an accurate and up-to-date database
• Required Knowledge and Experience:
• Numerate and literate, with working knowledge of MS Office applications, in particular Excel, Outlook and Word.
• Experience of remote working with customers, e.g. by phone, remotely identifying their needs and expectations.
• Experience of working with older people, community alarms, alarm monitoring or call centres is not essential but would be beneficial.
• Experience of working to targets/KPIs and driving own personal development.