Lifeline Operator - Temporary to Permanent - Rolling Shift Pattern

Job Description:

Are you passionate about making a difference in your community? A busy local organisation in Market Harborough is looking for a Lifeline Operator to join their team. If you have experience in delivering outstanding customer service, and you’re looking for a rewarding position that makes a meaningful impact, this could be the perfect role for you.

Please note: this job has a rolling shift pattern (see full details below) and due to the duties of the role applicants must have a full, valid driving licence and access to a motor vehicle.

• £14.17 per hour
• Rolling shift pattern as follows: 4 late shifts (2pm-11pm), 2 days off, then 4 early shifts (7am-4pm), 2 days off, then 4 night shifts (10.30pm-7.30am) then 4 days off
• You may occasionally be required to undertake additional hours for which overtime will be paid or TOIL granted
• Due to urgent business requirements, applicants will need to be available immediately
• Disclosure & Barring Service clearance is a requirement of this role
• Applicants must hold a full, valid driving licence and have access to a motor vehicle

Duties and responsibilities: 

• Answering, evaluating and responding to calls quickly and calmly in a sympathetic and reassuring manner to identify and obtain the service required to meet the caller’s needs
• Visiting clients to carry out installation of lifeline alarms and regular servicing of equipment
• Monitoring CCTV and assisting police officers with the playback and copying of recorded images
• Receiving and responding to out-of-hours emergency requests on behalf of the organisation
• Entering and maintaining accurate information about clients on the IT system
• Performing a variety of other administrative duties as required

Skills and experience required: 

• Experience of working in a contact centre environment or in a similar role dealing with difficult or sensitive situations
• Experience of basic administration (filing, post, data entry)
• IT proficient, with a good knowledge of MS Office and database systems
• Sound understanding of Data Protection, Safeguarding, equal opportunities and diversity
• Understanding the needs of elderly and disabled residents to preserve their independence
• Grade C (or above) GCSE Maths and English or equivalent qualification/experience
• Full, valid driving licence and access to a suitable motor vehicle
• Empathetic listener with excellent communication skills both verbally and in writing
• Self-motivated, with initiative and the ability to work competently under pressure
• Takes a positive, helpful, resourceful and innovative approach to work and problem-solving