Emergency Call Handler (Part-Time)

Job DescriptionWe are looking for more heroes who make a difference to people''s lives on a daily basis.Start date: 8th June 2026Location: Exeter OfficeAre you an Enthusiastic, Caring and a team-player who has what it takes to remain calm and customer focused under pressure?We have an amazing opportunity for Emergency Call Handlers to work as part of our dedicated Resolution team handling alarm calls in a 24/7/365 alarm monitoring centre supporting a diverse and largely vulnerable customer base. Within this role you will play a critical role in our response to both emergency and non-emergency calls, providing an essential, life-saving service to our customers. No two days are the same and we need someone who can quickly adapt to changing situations with the ability to multi-task effectively, who is resilient and comfortable handling emotionally demanding calls to achieve positive outcomes for our customers. It''s the responsibility of the Emergency Call Handlers to remain calm, whilst reassuring the customer and gaining all the vital information to manage the situation. You will need to be comfortable navigating systems and used to working to predefined processes. When you receive a call, you are responsible for recording the right information, sometimes under difficult circumstances and offering reassurance to the caller, while assessing the support they need.Not every call you deal with will be a matter of life or death but the way you listen, interpret and deal with the calls will make a vital difference to the customers we serve.In return, you will receive a starting salary (based on a 24hr week) of 17,005.72 progressing to earn 17,828.57 basic salary when trained on delivering the Brain In Hand service. In addition, generous allowances are payable for weekend and unsociable hours - you will be expected to work within a rota which includes these periods.You''ll need to be available for evening shifts, including weekends. We offer part-time options (16, 20, 24 hours per week, etc.), and can accommodate any combination of 4, 5, or 6-hour shifts, typically scheduled as 18:00-22:00, 17:00-22:00, or 16:00-22:00 respectively. Your rota will be published one month in advance.You''ll need to be available for evening shifts, including weekends. We offer part-time options:16 hours per week - 11,337.14 per annum20 hours per week - 14,171.43 per annum24 hours per week - 17,005.72 per annumWe can offer part-time patterns, with shifts of 4, 5, or 6 hours. Typically 18:00-22:00, 17:00-22:00, or 16:00-22:00. Your rota will be confirmed and published one month in advance, giving you plenty of notice.Who are We?Taking Care provides around the clock support to over 110,000 customers through our personal alarm service, we give our customers the confidence to live safely, well and remain in the home they love.Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide.When will you be donning your cape and putting on your mask?Start Date: 8th June 2026Location: You will need to commit to an initial 2 weeks'' training period (5 full days a week).Training: It will either be our Ashburton or Exeter Office - The training is ordinarily 8am-4pm. When you leave training, you will continue to work in a supported environment in our control centre with a mentor available to assist you if needed.Having an open, approachable environment in our offices is really important to us, so our team of managers and shift leaders will continue to be available for support and guidance once you are working independently.What does a day in the life of our Emergency Call Handler look like?Assessing, controlling and arranging a swift and appropriate resolution to emergency situations by calling loved ones or if necessary, the fire, police or ambulance serviceAccurately recording details of calls received using our systemsSwiftly taking action based on the information provided by customersGuiding customers through the process of installing and testing their new alarm systemRemotely programming alarm equipment installed in a customer''s homeGuiding customers through basic troubleshooting checks on alarm equipment and GPS wearable devices to assess faults, where appropriate pass information through to customer services departmentMonitoring automatic signals from alarms and take action to resolve power or battery issuesWhat skills and experience are we looking for?Comfortable working in a high volume contact centre environmentConfident, professional and caring with a patient manner on the telephonePrevious experience of dealing with customers Experience in using various systems to keep records updated and use of Microsoft packagesFlexible and adaptable to change; comfortable dealing with new technologyThe ability to multitask and follow procedures with an inquisitive natureAble to demonstrate a high level of attention to detailDemonstrate previous experience in a care, customer service or call centre environment (Desirable)What''s in it for you?34 days holiday which is inclusive of bank holidays and your birthday off!Opportunity to partake in ShareplanLife Insurance and Medical Insurance LiteWellness ProgrammesVolunteering dayPensions schemeLong Service Awards, Discount Scheme, On-site Parking and Casual dressCycle to Work SchemeLearning and Development OpportunitiesPandoLogic. Keywords: Installation Specialist, Location: Exeter, ENG - EX1 2QJ

Created: 2026-04-19