Urgent Call Handler

  • Temporary
  • South Shields
  • Posted 3 weeks ago
  • Salary: £10.21 - 15.32
  • Reference ID: NDUCHSS

We are currently looking for x3 Call Handlers to provide a 24/7, 365 days service taking calls from Assistive Technology patients and escalating them to emergency services when required in the South Shields area.

The Role:

  • Receive and answer calls and alerts from Assistive Technology users, contractors, locally
    based staff, managers and other internal and external bodies, prioritising responses where
    necessary.
  • Assess and identify the nature and reason for the call, building rapport and understanding with the caller.
  • Contact emergency or medical services, ensuring situations are resolved efficiently.
  • Ensure all physical responses requested are completed within 45 minutes.
  • Write call reports and take the correct reporting action for that customer and call type.
  • Work towards KPIs.
  • 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.
  • Work a shift system to include Day / Night rota and Lone Working.
  • Undertake administration duties to ensure compliance with organisational and administration requirements.

The Person:

  • Must have excellent customer service skills and a friendly telephone manner.
  • Must be able to work under pressure and towards targets.
  • Must be able to work late shifts and weekends.
  • Will be subject to a DBS check.

The role will initially run until December 2021 with possible extensions to follow. 2 positions are 21 hours per week, 1 is 28 hours.

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