Call Handler
Location: Strood (moving to Gun Wharf, Chatham in 2025)
Are you experienced in handling calls and supporting vulnerable individuals?
Are you flexible and open to working on a rotating shift pattern?
Do you want to be part of a team that makes a real impact in the community?
Shift Pattern: 4 shifts on, 4 shifts off (inc night shifts) covering 24/7, 365 days a year.
About the Role:
As a Call Handler in the Monitoring Control Centre, you will be at the heart of ensuring the safety and wellbeing of vulnerable individuals, public spaces, and commercial properties. You will play a key role in operating telecare and CCTV monitoring services, responding to emergency calls, and coordinating with various agencies when action is needed.
Key Responsibilities:
Assistive Technology Monitoring:
- Respond to incoming assistive technology calls, providing reassurance and support to vulnerable users, such as elderly or disabled individuals.
- Summon emergency assistance when necessary and document all actions taken.
- Conduct equipment tests and report system issues as needed.
CCTV Monitoring:
- Monitor CCTV systems, keeping a vigilant eye on public areas and partner sites for any suspicious activity.
- Manage cameras, document incidents, and escalate issues to authorities when appropriate.
- Handle authorised enquiries in line with Home Office guidelines and company policies.
Emergency Call Handling:
- Handle Council Out of Hours Emergency calls, accurately documenting actions and coordinating emergency responses.
- Liaise with external agencies to ensure appropriate responses to incidents.
What We are Looking For:
Essential Skills and Attributes:
- Interest in assistive technology and promoting independent living.
- Must have permanent Right to Work in the UK
- Empathy and patience to support vulnerable individuals with professionalism.
- Resilience in high-pressure environments, managing interruptions or conflicting demands.
- Strong communication skills, especially when handling sensitive information.
Experience and Qualifications:
- GCSEs in English and Maths (or equivalent).
- Analytical skills to interpret information and develop effective responses.
- Computer proficiency for operating CCTV and assistive technology systems.
- Ability to pass vetting processes, including Non-Police Police Vetting Level 1 and enhanced DBS.
Desirable:
- SIA CCTV license and familiarity with relevant legislation.
- Experience in CCTV monitoring, data protection, or work related to supporting individuals' wellbeing.
Benefits: Death in Service Benefit, 24-hour GP support, night shift health checks, counselling, free parking, free tea and coffee, mental health support, birthday day off, and Christmas concession day.