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Customer Response Advisor

Nov 01, 2020

Customer Response Advisor

As part of the AXA Group, Taking Care provides around the clock support to over 70,000 people.  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 Customer Response Advisors to join our Response Team and to work various shifts – preferably 40 hours a week, but no less than 32 hours a week. The Customer Response Advisor receives and evaluates inbound calls from our customer’s 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. 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.

The candidates will need to commit to 4 weeks' training (5 full days a week - 9am to 5pm) at the beginning of their employment. This training will take place at our offices in Ashburton. Once the training is completed satisfactorily, the roles will be based at our Exeter office, which is located in Pynes Hill. Our offices are Covid 19 secure.

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

 Essential Skills:

  • Good standard of education to GCSE level or equivalent. Desirable would be English & Maths.
  • Call Centre experience is essential, preferably Telecare
  • 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.
  • Experience of supporting or advising vulnerable groups is desirable

: £19,397 per annum. Once induction training has been successfully completed, allowances and shift pay will also be available for working unsociable hours. 

  • 26 days’ paid annual leave plus 8 days for Bank Holidays.
  • Contributory pension scheme.
  • Life Assurance of 4 times’ salary.
  • Free parking on site.
  • Wellness programmes.
  • Health on Line Cashback Plan.
  • My Hub discount portal.
  • Development training.

The role will be subject to a Basic DBS check. 

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. Current start date is 16th November.

Please only apply via Indeed.