Job Description:

Customer Service Advisor

We’re looking for a compassionate and customer-focused Customer Service Advisor to join a busy Telecare service, providing vital support to customers, including those who may be vulnerable or distressed.

You’ll be responsible for responding to emergency telecare alarm calls, assessing situations calmly and accurately, and taking appropriate action. This may include contacting emergency services, relatives, healthcare professionals or response teams.

You’ll also act as a key point of contact outside normal office hours, handling enquiries, prioritising urgent issues and ensuring customers receive a professional, reassuring and effective service.

Key responsibilities include:

• Responding to emergency telecare alarm calls and Lone Worker alerts.

• Assessing situations and arranging appropriate emergency support.

• Recording accurate information on IT systems.

• Handling out-of-hours customer enquiries and prioritising according to urgency.

• Booking telecare installation appointments.

• Monitoring CCTV at supported housing complexes and responding to incidents.

• Supporting emergency planning and business continuity arrangements.

• Working closely with Adult Social Care, Health professionals and other agencies.

We’re looking for someone who has:

• Excellent customer service and communication skills.

• Strong listening, assessment and problem-solving abilities.

• The ability to remain calm and professional in difficult or sensitive situations.

• Excellent IT skills and accurate record-keeping abilities.

• The confidence to work independently and take ownership of issues.

• The ability to work effectively as part of a team in a fast-paced environment.

• A strong understanding of confidentiality, equality and customer safety.

This is a 24-hour, 365-day service, so flexibility to work shifts is essential. A Standard DBS check is required.

If you're looking for a rewarding customer service role where your work can make a genuine difference to people's safety and wellbeing, we'd love to hear from you.