Casual Emergency Call Handlers

Mole Valley District Council; Dorking; On-site; GBP 100,000 - 125,000

Job description

About Mole Valley Life

Operated by Mole Valley District Council, Mole Valley Life supports people who may require assistance in their everyday lives, to remain independent and connected to their communities. Mole Valley Life consists of three main service areas: Lifeline Alarm and Technology Enabled Care (TEC), Community Transport and the Fairfield Centre in Leatherhead.

Joining our team offers a unique experience, where you'll be making a meaningful impact on those who rely on us the most. Collectively, we all have a pivotal role in ensuring we're there for anyone in need, around the clock, every day of the year.

Our unwavering commitment extends to championing equal opportunities in every aspect of our work – from recruitment and training to service delivery, engagement, and decision-making. We embrace diversity and seek driven, passionate individuals from all walks of life who are dedicated to creating a positive difference.

Mole Valley Life is seeking an enthusiastic and dedicated Emergency Call Handler to join our team.

If you have a background in call handling, customer service or a health and social care background and are passionate about delivering excellent customer service in a high-pressure environment, we want to hear from you.

About The Job

Shift Work: You will work in a 24/7 contact centre, collaborating with a diverse and dynamic team. Your primary duty will be answering a variety of calls, including emergency alarm calls from Lifeline Pendants.

Triage and Action Plans: You will assess each call, triage the situation, and activate individualised action plans for appropriate responses. Your quick thinking and decision-making will be crucial in these critical moments.

Emergency Services: In cases where it is necessary, you will escalate calls to the emergency services, such as ambulance, police, and fire departments, all while maintaining contact with the individual and emergency services until support has arrived.

Collaboration: You will work closely with our in-house teams, including Community Wellbeing Responders and Technical Support, to ensure the seamless handling of calls and offer support in dealing with equipment issues.

Record Keeping: Accurate recording of call closures is essential. You will be responsible for maintaining concise and organized reports for our clients.

Compassionate Support: Beyond emergency response, you will listen and understand the individual's needs, providing reassurance and fostering connections within the community to reduce social isolation and loneliness.

Performance Targets: Working proactively and consistently as part of our dynamic team, you will strive to meet performance targets set by Mole Valley District Council's (MVDC) standard of service, the Technology Enabled Care Standards Authority (TSA), and contractual service agreements.

What are we looking for from you?

• Effective Communication
• Quick Decision-Making
• Problem-Solving
• Empathy and Compassion
• Active Listening
• Multitasking
• Attention to Detail
• Continuous Learning

If you are passionate about helping others, possess strong communication skills, and thrive in a call centre emergency call handler role, we encourage you to apply for this position and be part of our dedicated team at Mole Valley Life.

Further info

For an informal chat about the role, please contact Sarah Clark on 07876 231003.

Closing date for applicants: Open advert.

Interview dates: To be confirmed with individual applicants.

DBS check required: Yes

How to apply: Click apply now or email our careers inbox to submit your CV and a cover letter detailing your relevant experience and highlighting your ability to maintain a confident language and tone during critical calls.

"Celebrating Diversity and Inclusion for All"