Job Description

Job Overview:

To contribute to the provision of a high-quality call handling and response service to all customers, providing the first point of contact for customers accessing our service, handling calls from service users, family members and healthcare professionals in line with key performance indicators and liaising with Emergency services, GP's, Health and Social care professionals, family, carers and responders to ensure best outcomes for customers.

Hours of Work:

37.5 hours a week worked on a rota basis between 7:00am and 11:00pm Sunday-Saturday, including bank holidays.

Remuneration:

26,265 salary
32 days annual leave per year

Duties:

Answering inbound calls within timescales as defined by the TSA Quality Standards Framework and contractual targets. Deliver excellent customer service to all users/stakeholders of the Call Connect Service. Ensure that customer records are maintained and updated accurately, concisely and in a timely manner. Ensure any follow-up actions/onward referrals to outside agencies are completed/escalated to ensure best outcomes for customers. Contribute to the delivery of a proactive, professional, high-quality service to achieve best outcomes for customers and, where possible, prevent crises before they occur. Carry out review, wellbeing and other scheduled outbound customer calls as required. Work as part of a team, ensuring key information/knowledge and skills are shared to deliver a consistently high standard of service to all. Work autonomously to provide both proactive and reactive support as appropriate, ensuring agreed escalation pathways are followed. To undertake triage of a customer who has fallen in their home to establish the type of Response required and ensure this is initiated. To arrange the appropriate physical response for a customer as required and ensure Responders are provided with all relevant information to ensure a timely, high-quality response to achieve best outcome for the customer. To liaise closely with relevant health professionals, relatives, Scheme Managers, emergency services, care providers, Social Services, housing agencies, equipment providers and any other agency involved in the customers' care. To give remote guidance on correct usage of Care Technology equipment and carry out first line problem resolution to customers and/or relatives. To adhere to all TSA regulations and guidelines governing call handling, monitoring and response to Care Technology calls, alerts and trends. To ensure any problems/issues that cannot be immediately resolved are reported to Line Manager or relevant party promptly and take appropriate steps to resolve them as soon as possible. Ensure that electronic records are maintained accurately and in a timely manner to ensure a safe and high-quality service is delivered. To communicate with Alcove Responders during call-outs, ensuring additional calls/actions required are actioned and Responders are supported in line with lone working procedures.
This role specification defines the main functions of the role. It is not, however, an exhaustive list of the responsibilities and tasks required for the job. There may be a requirement to undertake other duties as reasonably required to support the organisation.

Skills, Competencies and Experience:

Excellent customer service skills especially oral communication Well organised and confident working alone, focused, calm and empathetic Affinity with technology Good administration skills - attention to detail Previous experience of working in social or healthcare and/or call handling welcomed

Benefits:

Fully remote Training and equipment provided We have a wonderful culture here based on respecting and supporting our clients and our teams who help them
Job Type: Full-time

Pay: 26,265.00 per year

Benefits:

Work from home
Application question(s):

Why would you like to work for Alcove?
Experience:

call handling: 1 year (preferred) medical triaging: 1 year (preferred)
Work Location: Remote

Reference ID: Call Handler/Remote