TEC Support Officer

  • Job Reference: 00003628-1
  • Date Posted: 24 June 2024
  • Recruiter: Corserv Care
  • Location: Roche, Cornwall
  • Salary: £23,150
  • Bonus/Benefits: overtime and shift enhancements
  • Sector: Call Centre / Customer Service, Healthcare & Medical
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

We are looking for someone to join our customer contact centre at Lifeline & Assisted Living Team.

Who we are:

At Lifeline & Assisted Living Team, we support over 10,000  customers to enjoy independence in their own home through Technology Enabled Care (TEC) services and products.

We provide a range of technology solutions with a 24/7-hour response regardless of the call time & need.  We offer a range of packages to suit you personally & your budget.

  • For Carers – It is a chance to have a well-deserved break, knowing your loved ones are being looked after 24 hours a day.
  • For Busy Families – It is a convenient way to help support your loved ones when you cannot be there.
  • For You – It is guarantee that you will get support in an emergency situation.
  • For All – It is the peace of mind knowing the help and support is just a call away.

What you will be doing as a Lifeline Operator:

  • Emergency Response:
  • Respond promptly and professionally to incoming emergency calls.
  • Assess the nature of each call, determine the level of urgency, and gather essential information.
  • Coordinate with emergency services, such as medical, police, or fire, where applicable
  • Call Handling and Support:
  • Maintain a calm and empathetic demeanour while communicating with callers in distress.
  • Offer emotional support and reassurance to distressed individuals.
  • Follow established protocols and procedures for accurate and efficient handling of calls.
  • Documentation and Reporting:
  • Accurately document call details, including the nature of the emergency, actions taken, and relevant information.
  • Generate reports and logs of all calls and actions for further review or analysis.
  • Resource Coordination:
  • Collaborate with emergency contacts, dispatchers, and other agencies to facilitate timely and effective assistance.
  • We are looking for applicants who have:
  • Strong communication and active listening skills, especially in high-pressure situations.
  • Ability to multitask, remain focused, and make quick decisions in a fast-paced environment.
  • Empathy, patience, and the ability to handle sensitive and distressing situations professionally.
  • Previous knowledge of emergency response protocols and procedures would be beneficial however training will be provided.
  • Proficiency in using computer systems, including Microsoft Windows, Office 365.
  • Experience in a Call Centre environment, or telesales, or evidence of telephone experience with good customer service skills, is desirable.

Our offer to you

Salary: £23,150. Plus, overtime and shift enhancements - an additional £1.25 an hour between 22:00 and 07:00, 50% shift allowance for Bank Holidays plus time over in lieu.

Working Hours: 37- The Post Holder will be required to work mainly within the Control Centre, working on a rotating shift basis of mornings, afternoons, and nights (including weekends and Bank Holidays).

Contract Type: Permanent

Base: Roche, St Austell

Working with us you will have an employee benefits package that includes:

  • Comprehensive training and ongoing professional development opportunities.
  • Fulfilling and impactful work contributing to the safety and well-being of individuals in need.
  • Employee discount scheme, Benefits App and wellbeing events.
  • Holiday starting at 23 days and increasing to 28 with service (pro-rata if part-time) with option to purchase additional, plus bank holidays.
  • Opportunity to become a Safeguarding Advocate, Health & Wellbeing Champion and Mental Health First Aider
  • Cycle to Work scheme.
  • Investment and support in your continuous training and development
  • Generous pension scheme with employer contribution.

Safeguarding:

  • We are committed to safeguarding the welfare of all our service users, clients and customers. This role is subject to a basic DBS check.  If the role is working with vulnerable individuals and/or children and young people, you will be asked to complete a relevant DBS check to be successfully appointed to the role.

To apply: 

  • Please click APPLY NOW to submit your CV. 
  • Corserv Care look forward to receiving your details and we will respond to your application. Due to the large number of applications, we will be viewing applicants on a daily basis, and we may contact you before the closing date to invite you to an interview. 

Contact us

If you’d like to have a discussion about the role, please feel free to contact our in-house resourcing team for an informal chat about the role.

Thank you for your interest in supporting our important work at Corserv Care