Senior Telecare Advisor

23000 - 24000
11 Aug 2018
Contract Type
Full Time
Senior Telecare Advisor
£23000-£24,000 – Full-Time Permanent Role
Based in Edinburgh

One of Reed’s clients based in Edinburgh is currently looking to recruit an experienced Senior Telecare Advisor on a permanent basis. The successful candidate will be responsible for 4-5 Operators receiving calls and initiating appropriate responses for clients across the East of Scotland.

Benefits you can expect:-

• Competitive Starting salary £23,610 increasing yearly to £27,527, after five years
• Flexible working on a shift pattern: early, day and night shifts
• Prompt Progression opportunites
• Can work from home when required after 6 months
• ILM and SVQ qualification opportunities

What will be expected of you:-

• As a Senior Telecare Operator you will manage a small team of 4-5 Operators
• Ensuring that they meet the requirements of their role in line with the Association’s people management policies and procedures
• Staff management; undertake monthly performance reviews with staff, attend team meetings and ensure KPIs are understood by your team, attend monthly Operations Meetings providing overview of your team’s progress
• Shift management; allocate tasks and breaks to Operators with a view to ensuring calls handling KPIs are met, produce shift reports, intervene when required to support individual Operators and overall team performance
• Operate the Telecare system in an effective and friendly way
• Receive and answer calls from residents, contractors, staff on developments and other internal and external bodies, prioritising where necessary
• Assess and identify the nature and reason for the call, reassure the caller
• Initiate appropriate action e.g. contacting emergency or medical services, keyholder or maintenance services in accordance with guidelines on confidentiality and security, ensuring situations are resolved to a satisfactory conclusion

The Ideal Candidate will have:-

• 18 months’ experience of calls handling preferably in a community alarm service
• 6 months’ experience of applying team leadership skills in addition to above
• Excellent interpersonal skills to ensure effective working relationships and accountability to customers
• Ability to handle calls in a calm, steady and sympathetic manner using good questioning skills to obtain critical information
• Discipline to follow procedure and to make appropriate decisions on behalf of clients
• Ability to handle all calls (ranging from routine to emergency) observing official operating and performance standards at all times
• Basic skills in health and safety including identification and reporting of hazards and minimizing risks
• Ability to empathise with and reassure callers
• Computer skills, including experience using Microsoft Windows, word-processing & e-mail
• Understanding the needs of key client groups including vulnerable adults and lone workers

Please note that applicants who do not meet the criteria above will not be considered for the role - If you do meet the criteria above and you are interested in applying for this role, please submit your CV via the advert ASAP or contact Ryan Strachan for more information on 0131 240 3680.

Reed Specialist Recruitment Limited is an employment agency and employment business

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