TEC Officer (Call Response)

at  Corserv Care

We are looking for someone to join our customer contact centre at Lifeline & Assisted Living Team.

WHO WE ARE:

At Lifeline & Assisted Living Team, we support over 10,000 customers to enjoy independence in their own home through Technology Enabled Care (TEC) services and products.

We provide a range of technology solutions with a 24/7-hour response regardless of the call time & need. We offer a range of packages to suit you personally & your budget.

• For Carers – It is a chance to have a well-deserved break, knowing your loved ones are being looked after 24 hours a day.
• For Busy Families – It is a convenient way to help support your loved ones when you cannot be there.
• For You – It is guarantee that you will get support in an emergency situation.
• For All – It is the peace of mind knowing the help and support is just a call away.

• Emergency Response:
• Respond promptly and professionally to incoming emergency calls.
• Assess the nature of each call, determine the level of urgency, and gather essential information.
• Coordinate with emergency services, such as medical, police, or fire, where applicable
• Call Handling and Support:
• Maintain a calm and empathetic demeanour while communicating with callers in distress.
• Offer emotional support and reassurance to distressed individuals.
• Follow established protocols and procedures for accurate and efficient handling of calls.
• Documentation and Reporting:
• Accurately document call details, including the nature of the emergency, actions taken, and relevant information.
• Generate reports and logs of all calls and actions for further review or analysis.
• Resource Coordination:
• Collaborate with emergency contacts, dispatchers, and other agencies to facilitate timely and effective assistance.
• We are looking for applicants who have:
• Strong communication and active listening skills, especially in high-pressure situations.
• Ability to multitask, remain focused, and make quick decisions in a fast-paced environment.
• Empathy, patience, and the ability to handle sensitive and distressing situations professionally.
• Previous knowledge of emergency response protocols and procedures would be beneficial however training will be provided.
• Proficiency in using computer systems, including Microsoft Windows, Office 365.
• Experience in a Call Centre environment, or telesales, or evidence of telephone experience with good customer service skills, is desirable.