Casual Control Operator
Business Smart Solutions
Contract
On-site
Honiton, Devon, United Kingdom
This role is office based at Blackdown House (Honiton).
Contracted to work approx 25.375 hours per week based on the following rota:
Week 1 – Mon, Tues, Sat & Sun – early shift 7.00 – 15.00
Week 2 – Wed, Thurs, Friday – early shift 7.00 – 15.00
Week 3 - Mon, Tues, Sat & Sun – late shift 15.00 – 22.30
Week 4 - Wed, Thurs, Friday – late shift 15.00 – 22.30
Job purpose:
- To provide a professional and effective response to calls from Service Users, alarm calls and out of hours
- To staff the Control Room working an agreed rotating shift pattern covering 24 hours a day 365 days a year
- Provide assistance to our customers in non-emergency and emergency situations
- Provide a high level of customer service to our client base
- Ensure the integrity, accuracy and confidentiality of all information held
Core accountabilities:
1. To respond to emergency and routine calls received by the Control Centre in a calm, efficient, sympathetic and helpful manner in accordance with procedures and policies
2. To make emergency calls to all 3 emergency services and doctors, district nurse or contacts etc dependent on the individual person’s need at the time of the call
3. To ensure all records are inputted accurately, that calls received are logged of action taken and complete other administrative duties required as part of the role. Plus from time to time undertake other duties commensurate with the level of the post within the Housing Services to help service delivery
4. To respond to customer enquiries efficiently and deal with Out of Hours calls for East Devon and Teignbridge District Council
5. To program, clean and prepare equipment as per manufacturers’ guidelines ready for installation
6. Lone Working monitoring for staff and corporate clients. Plus responding to GPS devices and provide location information where available
7. To book in new installations, data checks and equipment faults
8. Accurately recording all actions taken and information relating to all services provided by the Home Safeguard service
9. To adhere to Council policies in particular Data Protection, Safeguarding etc
10. To develop and maintain a comprehensive knowledge of telecare equipment, related sensors and associated technologies and other role relative training and attendance of meetings
11. Make sure that Home Safeguard offers a customer focused service using systems thinking principles
12. Support the Council’s approach to equalities and diversity ensuring that our services and policies identify, address and promote the needs of our diverse community. This includes the need for safety of children and other vulnerable people
13. Take personal responsibility for the relevant aspects of the Council’s Health and Safety Policy
14. Ensure awareness and compliance with the Council’s policies, Code of Conduct and Constitution
15. Evaluate and assist in managing risk within the service
Requirements
- Excellent Customer Services Skills
- Call Centre Role - lots of phone calls coming through at anytime
- Must have experience in the Microsoft Office and Data Entry Experience
- Must be a team player
Education/training
- Good standard of education to GCSE level or above or equivalent (relevant experience will also be considered)
Knowledge
- Good computer skills and knowledge of Microsoft Office
- Knowledge of community alarms and telecare equipment or previous experience in a telecare environment
- Good knowledge of the local area (East Devon)
Skills and abilities
- Accuracy and attention to detail, particularly when working to tight deadlines
- Calm under pressure when dealing with high volume of telephone calls often of a sensitive or critical nature
- Must have a caring attitude in order to support some of the most vulnerable people
- Be able to use initiative when making life critical decisions
- Able to react and priories information from a variety of different sources
- Ability to work as part of a close knit team in a multi functional environment
Successful experience in
- Experience in dealing with the general public and vulnerable adults
- Experience of working in a customer centre or customer service environment
Special requirements & employee screening checks required for successful applicant
- Right to work in the UK
- Check of qualifications essential to the Job
- References
- Basic DBS Disclosure
- Willingness to work non standard hours, which include Nights shifts, plus working weekends and Bank Holidays
Pre-Compliance Checks for Successful Applicants:
At BSS, we uphold the highest standards of screening and trust
for every role. Successful applicants will undergo a comprehensive
pre-compliance process in line with the Baseline Personnel Security
Standard (BPSS). This includes:
- Identity Verification: Confirming
the authenticity of your identity documents.
- Employment History Checks:
Reviewing your occupation history for the past 3-5 years
(depending on client requirement).
-
Right to Work Verification: Ensuring you have
the legal right to work in the UK.
- Unspent Conviction Check: Conducting a
Basic DBS Check to reveal any unspent convictions.
These checks are crucial in ensuring a secure and trustworthy
work collaboration, aligning with best practices used in government
and public sectors. While primarily standard in these sectors, our
adoption of pre-compliance checks across all roles reflects our
commitment to maintaining the highest standards of integrity and trust
in our recruitment process.
Benefits
What we offer
We believe employee benefits should go beyond just a free
drink or fruit bowl. What’s more, we believe you should get to
choose perks that suit your lifestyle. That’s why we’ve partnered
up with the global benefits and rewards provider Perkbox, to offer
something for all of our people.
Here’s what you can look forward to:
Perks Hub
* Hundreds of global and local perks, available online 24/7
* Free monthly lifestyle perks; such as free coffees,
breakfasts, cinema tickets, etc
* Shopping discounts from the biggest brands, all year round
* Save money on everything from the supermarket shop to
summer holidays
Wellness Hub
* Easy to follow videos for everything from yoga exercises,
to strength training and HIIT workouts
* Mindfulness, meditation and sleep resources, available on
all your devices
* Guides to help with everything from anxiety to stopping smoking
* Confidential mental health helpline, 24/7 access to a qualified counsellor
Celebration hub
* Working with us means you're always part of Team BSS -
celebrate and recognise fellow contractors, whether they're across
the desk or across the world
* Company polls where everybody can vote for the winners
Culture Hub
* A single place to find company updates, photos, benefits
information and lots more!
* Stay in the loop with what’s happening by accessing Culture
hub anywhere, at any time
Equal Opportunities
Business Smart Solutions are a Recruitment Agency - We hire
talented and passionate people from a variety of backgrounds because
we want our global worker base to represent the wide diversity of our
clients. If you’re excited about a role but your past experience
doesn’t align perfectly with every bullet point listed in the job
description, we still encourage you to apply. If you're passionate
about working for a role in local government and share our company
values, we encourage you to apply.
BSS is proud to be an equal opportunity employer. We do not
discriminate in hiring or any employment decision based on race,
color, religion, national origin, age, sex (including pregnancy,
childbirth, or related medical conditions), marital status, ancestry,
physical or mental disability, genetic information, veteran status,
gender identity or expression, sexual orientation, or other applicable
legally protected characteristic. BSS considers qualified applicants
with criminal histories, consistent with applicable UK law. If you
need assistance or an accommodation made due to a disability, please
let your recruiter know.
Armed Forces Covenant
We endeavour in our business dealings to uphold the key principles
of the Armed Forces Covenant, which are:
-
No member of the Armed Forces Community should face
disadvantage in the provision of public and commercial services
compared to any other citizen
-
In some circumstances special treatment may be appropriate
especially for the injured or bereaved.