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Customer Response Advisor
(40 hours per week)

The role would be suited to someone who has had previous experience of working within a call handling, customer facing environment, and has the ability to handle problems and difficult situations whilst remaining calm.

March 25, 2021

Customer Response Advisor<br>(40 hours per week)

40 hours per week including evenings and weekends

Are you enthusiastic, motivated, caring and keen to learn?

We have an amazing opportunity to work alongside our dedicated Response team as a Customer Response Advisor. We have a great family culture and support and value our staff and customers.

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.


What we are looking for

As part of the AXA Group,Taking Care provides around the clock support to over over 70,000 customers. Through our personal alarm service we give people the confidence to live well and remain in the home they love. This is just the first step towards a greater ambition – to be the single source of products, services, information, and advice our customers can trust to take care of the essentials of life.

We are an expanding Company and are looking to recruit a Customer Response Advisor to join our Response Team and to work various shifts - 40 hours per week which includes a paid lunch break.

The Customer Response Advisors receive and evaluates inbound calls from our customers' alarm systems, assesses and manages an appropriate response, and ensures that the customer is dealt with efficiently, effectively, and in accordance with company procedures. The Customer Response Advisor Team handles emergency response calls in a 24/7, 365 days’ a year service and the Customer Response Centre supports a diverse and largely vulnerable customer base.

The role would be suited to someone who has had previous experience of working within a call handling, customer facing environment and have the ability to handle problems and difficult situations whilst remaining calm and effective. You will need to assess, control, and arrange a swift and appropriate response to emergency situations by calling the fire, police or ambulance service. You will need patience and understanding when dealing with our customers, with a “can do” attitude. Out of hours you will need to answer urgent Customer Service calls.


What does the day in the life of our Response Advisors look like?

No day is the same, but main responsibilities include to:

  • Assess, control and arrange a swift and appropriate response to emergency situations by calling the fire, police or ambulance service.
  • Accurately record details of all calls received and made using Jontek 3G CRM system and other databases.
  • Make quick judgement calls based on the information provided by customers in traumatic and life endangering situations and these may include people with memory loss and difficulties with thinking, problem-solving or language and speech impairments. The types of call can include medical emergencies, mental crisis, fire alarm activation or police intervention.
  • Check during each call that the customer record is complete, relevant and up-to-date.
  • Communicate with field advisors demonstrating alarms or on customer support visits to existing customers.
  • Guide web sale customers through the process of installing and testing their new alarm system.
  • Remotely program alarm equipment installed in a customer’s home.
  • Assess calls from customers who are testing their alarms for clarity of speech and the pendant battery strength.
  • Guide customers through basic troubleshooting checks on alarm equipment and GPS enabled wearable devices to assess faults, where appropriate pass information through to Customer Services department.
  • Monitor automatic signals from alarms and take action to resolve power or battery issues.
  • Have knowledge of all of the products and services Taking Care provide and where required pass onto our sales and customer services teams.
  • Out-of-hours service, which includes liaising with field advisers to attend urgent alarm faults, escalating to duty manager urgent alarm faults. Covering customer services.

The candidates will need to commit to 4 weeks' training (5 full days a week). This training will take place at our offices in Ashburton. Once the training is completed satisfactorily, the role will be based at our Exeter office, which is located in Pynes Hill or our Ashburton Office. Our offices are all Covid 19 secure.

There may be the opportunity to work from home on some shifts once you have passed the six months' probation satisfactorily.


Developing and training our people is really important to us, however we will need you to have the following skills and experience to be able to perform the role.


Essential Skills/Experience

  • Good standard of education to GCSE level or equivalent.
  • Call handling in a customer-facing environment.
  • Handling problems and difficult situations calmly and effectively.
  • Proven working to a good standard with Microsoft Office Suite.
  • Good attention to detail.
  • Demonstrable analytical skills with the ability to evaluate information quickly.
  • Good telephone manner.
  • Champion of best practice.
  • Flexible and adaptive to change.


Desirable Skills/Experience

  • Previous emergency call centre experience.
  • Supporting or advising vulnerable groups.
  • Working in a 24/7 365 environment.



  • Confident with people.
  • Enthusiastic and engaging.
  • Willingness to go the extra mile.
  • Patience and understanding with callers.



  • 26 days’ annual leave plus Bank Holidays.

  • Wellness programmes.

  • Health on Line Cashback Plan.

  • Contributory Pension.

  • Wellbeing apps.

  • Life Insurance of 4 times salary.

  • Development Training.

  • My Hub discount portal.

Salary: £19,785 per year

Once induction training has been successfully completed, allowances and shift pay will also be available for working unsociable hours.

The first interview will be via the telephone and successful applicants will then be invited for a second interview either via Video or in person.

Please email with your application.

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