Emergency Call Handlers Full-time or Part-timeAbout Mole Valley LifeOperated 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: (TEC), and the 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 enthusiastic and dedicated Emergency Call Handlers 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.Job Role & Key ResponsibilitiesShift 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.Person Specification:Essential:
Effective Communication: Clear and concise verbal and written communication skills are crucial for conveying information accurately and reassuring callers during emergencies.
Quick Decision-Making: The ability to make prompt and well-informed decisions, even in high-pressure situations, is essential for ensuring the safety and well-being of individuals in need.
Problem-Solving: Emergency call handlers should possess strong problem-solving skills to assess situations, identify the appropriate response, and offer guidance to callers.
Empathy and Compassion: Demonstrating empathy and compassion is vital for providing emotional support to callers, particularly during distressing situations.
Active Listening: Active listening skills enable call handlers to fully understand caller needs, gather important details, and respond effectively.
Multitasking: The capability to manage multiple tasks, such as handling calls, documenting information, and coordinating responses, is essential in a fast-paced emergency call centre.
Attention to Detail: Accuracy is paramount when recording information and maintaining documentation, ensuring that critical details are not overlooked.
Continuous Learning: A willingness to stay updated on industry best practices and emerging technologies related to alarm handling is a positive trait.
Team Collaboration: Effective collaboration with colleagues in a team environment ensures seamless alarm monitoring and response.
Computer Literacy: Demonstrating proficiency in computer skills and safeguarding data integrity when handling sensitive information is crucial for maintaining security and efficiency in the role
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.Mole Valley Life is an equal opportunity employer, committed to celebrating diversity and fostering an inclusive environment for all employees.Further info For an informal chat about the role, please contact Stewart Luwawa/Deborah Addison on 07500 950 705/ 07834482291.Pro rata salary information:36 hours per week: £30,463-£32,93018 hours per week: £15,231-16,465Closing date for applicants: Open Interview dates: Upon shortlisting of successful candidates DBS check required: YesHow to apply Click Apply Now or email our submit your CV along with a supporting statement, detailing your relevant experience and highlighting your ability to maintain a confident language and tone during critical calls."Celebrating Diversity and Inclusion for All"
