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    Emergency Call Handler - Leicester, United Kingdom - PA Housing

    PA Housing
    PA Housing Leicester, United Kingdom

    3 weeks ago

    Default job background
    Fixed Term
    Description

    A little bit about what we are looking for...

    As an Emergency Call Coordinator, working in our Service 24 department, your role is integral to looking after PA's vulnerable customers. You will be handling the emergency careline and maintenance enquires coming into Service 24 and the Customer Contact Centre. It's important in this role, that you are empathetic and resilient so you can offer the best support for our customers.

    The shifts for this role will work on a rota basis; You will be working from 10am - 8pm, 4 days on with 4 days off. Please be aware this role will require you to be in the office with no option for homeworking.

    Your responsibilities...

    • Answer calls and take any necessary steps to ensure the wellbeing of the customer
    • Provide assistance, support, and emergency response effectively to Service 24's customers using a calm and sensitive approach
    • Provide basic support and a 'listening ear' for agency customers who may suffer from a variety of mental health issues and follows up where necessary
    • Be confident in contacting the emergency services and other contracted agencies
    • Identify emergency situations and take the appropriate actions
    • Seek to provide first time resolution for all calls
    • Where first time resolution is not possible, to investigate other avenues for response to queries and work requests
    • Test all sheltered scheme equipment according to set procedures
    • Carry out daily welfare calls to sheltered scheme tenants
    • To programme Lifelines
    • To promote the Lifeline service to those making enquiries about the service
    • Test methane gas monitoring equipment and other essential equipment
    • Respond appropriately to lone worker calls
    • Handle relatively complex emergency repair requests and to recognise vulnerability and escalate timescales for repairs as necessary
    • Understand the health and safety issues associated with repairs to individual properties and communal areas within the Organisations housing stock.
    • Record all repairs on the database
    • Prioritise repairs according to set procedures
    • Check, process and update customer details and information
    • Write reports of all incidents and e-mail to the appropriate person or Agency
    • Carry out general admin tasks for S24 and other areas of the Organisation
    • Process and action written communication received from resident, including but not limited to Live web chats, customer email and response to questions raised via the asra app

    We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.

    Our ideal candidate...

    • Experience delivering customer services within a pressurised environment
    • Empathetic with good listening skills
    • Experience of working with computerised records and entering data on a computerised system
    • Experience of working with IT packages e.g. Microsoft Office, e-mail, internet
    • Flexibility Ability to work across shifts on a 24 hour service, 365 days a year
    • Excellent communication skills and a friendly and courteous approach

    AGENCIES: We know where you are if we need your support so please do not contact us.

    To apply for this role please click on the apply button or for any enquiries please email

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