Summary

Responsibilities

• Respond to emergency and priority calls from vulnerable and elderly customers.
  
• Collaborate with colleagues to ensure high levels of call resolution and customer satisfaction.
  
• Provide practical help, care, or support as needed, and report actions to the Control Centre.
  
• Handle sensitive and emergency situations efficiently, coordinating with next of kin, care agencies, or emergency services.
  
• Maintain accurate records of customer visits following alarm calls or routine checks.
  
• Visit homes of individuals who have triggered alarm calls and address any equipment issues.
  
• Conduct routine visits to Sheltered Housing schemes in the absence of the Scheme Manager.
  
• Program and test dispersed alarm units and install equipment as needed.
  
• Utilize current and emerging technology to enhance customer contact services.
  
• Ensure the safe keeping of fuel cards and equipment, maintaining vehicle logs.
  
• Attend training sessions and team meetings, providing cover for Control Centre operations when necessary.
  
• Assist in training colleagues and mentoring new starters.
  

• Competencies: Customer focus, problem-solving, communication, and respect for others (Level 2-3).
  
• Education & Training: GCSE standard or equivalent, with Mathematics and English.
  
• Experience/Knowledge: Ability to work under pressure and deliver customer-focused information.
  
• Skills and Abilities: Effective communication, proficiency in IT systems, teamwork, and adaptability.
  
• Personal Attributes: Caring attitude and commitment to achieving the best results for customers.
  
• Special Circumstances: Ability to work unsocial hours, including evenings, weekends, and bank holidays.
  
• Support equality of opportunity as per the Council’s Equal Opportunities Policy.
  
• Ensure health and safety compliance for oneself and others.
  
• Adhere to the Council’s Corporate Safeguarding Policy and complete relevant training.
  
• Undertake additional duties as required, commensurate with the role.
  
• Work from various locations as needed.