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Customer Response Advisor - Nights

Jan 20, 2021

Customer Response Advisor - Nights

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 our 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 two Customer Response Advisors to join our Response Team and to work night shifts – preferably 40 hours a week, but no less than 32 hours a week. The hours to be worked will be 2200 to 0600 and will be on a flexible contract with regard to the nights worked. The roles will be based at our Ashburton office, which is located in Linhay House, Linhay Business Park, Ashburton TQ13 7UP.  All of our offices are Covid 19 secure.

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 busy 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.

The candidates will receive 4 weeks' training overall during their probationary period of six months. 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
  • Data entry experience required

Salary: £19,397 per annum. Once induction has been successfully completed, allowances of £4 per hour will also be available for working unsociable hours from 11pm to 6am.

The role will be subject to a Basic DBS check.

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

Please only apply via Indeed