Lifeline Adviser - Call Handler (Nights)

at  Cross Keys Homes

WE ARE LOOKING FOR SOMEONE

• To respond to all emergency alarm calls to the Lifeline Centre, prioritising and taking appropriate action to ensure the welfare of vulnerable and often elderly customers is maintained, taking accountability for the appropriate action taken for each emergency alarm activation.
• To meet set targets and standards for the service, including timescales for answering telephone calls in line with both the specific organisations’ and TSA regulatory requirements.
• To advise customers of their repairs-related responsibilities depending on the contract requirements, ensuring that customer expectations are managed appropriately.
• To assess and prioritise out of hours housing repairs, liaising directly with contractors on repair resolution and taking immediate action for emergency repairs.
• To deliver to the different requirements of the corporate contracts including the Social Services Emergency Duty Team for Adults and Children’s Services. Where appropriate make a referral to the Duty Social Worker to action. Safeguarding issues to be reported to the Safeguarding Team.
• To manage Cross Keys Homes out of hour’s emergency service, responding to repairs and housing needs. This includes finding suitable accommodation for families in the event that their home is not available.
• To respond to lone worker calls by assessing the situation and determining what action should be taken to ensure the safety of the employees.
• To make 999 calls when emergency services are required to deliver appropriate medical and emergency support. Liaising with and notifying relatives, carers, next of kin, internal & external agencies as appropriate (often in very emotional, stressful and delicate situations).
• To attend as responder to customer’s properties when necessary, providing appropriate support and applying risk assessment protocols in accordance with Lone working policies and procedures.
• To promote and sell the Lifeline service to prospective clients including the demonstration and installation of equipment as required. Where appropriate, identify additional Telecare needs and match technology to individual circumstances.
• To complete daily check calls to vulnerable clients to include birthday calls, vulnerable client welfare checks and equipment testing.
• To adhere at all times to data protection and client confidentiality (data held of over 15,000 customers).

REQUIREMENTS

• High standard of written and oral communication particularly with the ability to communicate clearly and with empathy, with clients who may be in crisis or have special needs.
• Confident and able to deal with difficult situations or customers in a polite, calm/diffusing way.
• Strong administrative skills; accurate and speed with high standard of attention to detail.
• Intermediate level understanding and competence of Microsoft applications and databases (Word, Excel and Outlook).
• Ability to use Language Line in order to provide translation when needed.
• Ability to work effectively on your own; as a team member and with colleagues, across agencies.
• Able to work flexibly to meet the different circumstances and challenges.
• Full UK driving license and access to a suitable vehicle
• Enhanced DBS check required

As a Lifeline Adviser (Nights) for Cross Keys Homes you will need to be able to provide high standards of customer service to a wide range of customers by actively listening to and understanding the details of each contact, assessing and processing customer contact telephone calls for an emergency response, in line with individual customer contractual requirements. In addition, the Lifeline adviser will need to assess the calls for repairs for external customers under contract as cost effectively and efficiently as possible and to an agreed time frame.
The ideal candidate for this role will be someone who has had previous experience of working in a customer service or contact service environment and able to multi-task by having a conversation and updating systems at the same time. In addition, the successful candidate will need to have an excellent and clear telephone manner as well as being able to demonstrate good listening skills to ensure the timely resolution of the contact.
The successful candidate for this role, will work 4 nights out of 7, from 2200hrs to 0700hrs. The Lifeline service is a 24/7 service and as such you will be expected to work bank holidays and weekends as they fall in the normal shift pattern.