Telecare Call Handler - South Tyneside, United Kingdom - All Temps Recruitment

All Temps Recruitment
All Temps Recruitment
Verified Company
South Tyneside, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

We are seeking four people to support people within the borough of South Tyneside to improve or maintain their independence in their own homes.

The role is telephone based, experience in Telecare is not essential as full training will be given.


Initially for 5 months, you will be working across 7 days per week on a rota system full and part time posts up to 35 hours per week.

Hours will be between 8am and 8/9pm, your shifts will however be known in advance of you starting.


The Role

  • To receive and answer calls / alerts from Assistive Technology users, contractors, locally based staff, managers and other internal and external bodies, prioritising responses where necessary.
  • To assess and identify the nature and reason for the call, fostering a rapport and acting to reassure the caller, appreciating that there maybe a degree of impairment or communication difficulties.
  • To initiate appropriate action e.g., contacting emergency or medical services, keyholder or maintenance services in accordance with guidelines on confidentiality and security, ensuring situations are resolved satisfactorily.
  • To ensure all physical responses requested are completed within 45 minutes.
  • To write succinct objective call reports and take the correct reporting action for that customer and call type.
  • To take responsibility for addressing all faults and failures, liaising with contractors to limit service disruption to customers, instigating business continuity actions when necessary.
  • To ensure vital information is efficiently passed on to the next shift.
  • To escalate promptly any equipment malfunctions or concerns relating to the service outside of your remit to the Senior Assistive Technology Officer of the Service.
  • Record on the appropriate system all stock allocations.
  • Complete reviews / maintenance of equipment within people's homes and record outcomes on the required system.
  • Complete recycling of equipment as requested (daily).
  • Record all referrals on the required system.
  • Undertake administration duties to ensure compliance with organisational and administration requirements

The person

  • Excellent telephone skills with clear telephone voice
  • Educated to minimum of GCSE 'C' or equivalent in Maths and English Language or demonstrate basic literacy and numeracy skills.
  • Able to demonstrate ability to learn control software / database packages quickly and effectively.
  • Experience of working with a range of Microsoft packages including Outlook, Excel and Word.
  • Experience in a role requiring provision of a high standard of customer service to the public.
  • Proven administrative ability in Microsoft and Outlook
  • Ability to work independently and on own initiative whilst operating as a committed team member.
  • Ability to cope with competing demands and to prioritise tasks effectively under pressure, whilst maintaining a positive attitude.
  • Effective communication skills in all forms and the ability to empathise with vulnerable customers.
  • An understanding of the needs of older or vulnerable people is desirable
  • An understanding of housing management practices is desirable but not essential
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