Lifeline Advisor (Call Handler) Days
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We are currently looking to recruit a Lifeline Advisor to join our Lifeline Contact Centre.
Shifts are worked on a rotational basis working either an Early or Late between the hours of 0700 and 2200.
Responsibilities Include;
- Respond to all emergency alarm calls to the Lifeline Centre, prioritising and taking appropriate action to ensure the welfare of vulnerable and often elderly customers are maintained. Accountability for the appropriate action taken for each emergency alarm activation.
- To meet set targets and standards for the service, including timescales for answering telephone calls in line with both the specific organisations’ and TSA regulatory requirements.
- To advise customers of their repairs-related responsibilities depending on the contract requirements, ensuring that customer expectations are managed appropriately.
- Assess and prioritise out of hours housing repairs, liaising directly with contractors on repair resolution and taking immediate action for emergency repairs.
- Deliver to the different requirements of the corporate contracts including the Social Services Emergency Duty Team for Adults and Children’s Services. Where appropriate make a referral to the Duty Social Worker to action. Safeguarding issues to be reported to the Safeguarding Team.
- To manage Cross Keys Homes out of hour’s emergency service, responding to repairs and housing needs. This includes finding suitable accommodation for families in the event that their home is not available.
- Respond to lone worker calls by assessing the situation and determining what action should be taken to ensure the safety of the employees.
- Making 999 calls when emergency services are required to deliver appropriate medical and emergency support. Liaising and notifying with relatives, carers, next of kin, internal & external agencies as appropriate (often in very emotional, stressful and delicate situations).
- Attend as responder to customer’s properties when necessary, providing appropriate support and applying risk assessment protocols in accordance with Lone working policies and procedures.
- Promoting and selling the Lifeline service to prospective clients including the demonstration and installation of equipment as required. Where appropriate, identify additional Telecare needs and match technology to individual circumstances.
- Complete daily check calls to vulnerable clients to include birthday calls, vulnerable client welfare checks and equipment testing.
- Adhere at all times to data protection and client confidentiality (data held of over 15,000 customers).
CKH actively seeks to continue to build an inclusive environment for its employees and the communities it serves and welcomes applications from people from all backgrounds.
The Company
A commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources and passion.
Our dynamic approach has made us one of the region’s leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, we’re committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to our approach to adapting to change, and we’ll continue to grow our business in today’s fast-paced operating environment.
There’s more to building communities than building houses. In addition to providing quality homes and delivering excellent landlord services, we also provide care at home and at our two extra care communities in Peterborough as well as around the clock support through our LifeLine personal alarm service. Our community investment programme sees us working with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of our communities, with a rapidly expanding digital support offer too.
You can find out more about us and the services we offer our residents on the CKH website.
Putting People First
CKH actively seeks to continue to build an inclusive environment for its employees and the communities it serves and welcomes applications from people from all backgrounds.
At CKH, everything we do is about the people who live in our homes and access our services. So, we know we need the best people to deliver the outstanding services and support our communities deserve. No matter where your career with us takes you, you’ll be part of a team that makes a difference and creates opportunities that change lives.
As well as working to create sustainable, prosperous communities, we’re also keen to build a workplace community where you can feel supported by colleagues and enjoy your time at work. With a broad range of backgrounds and experience, our team is united by our shared values: action, commitment, excellence, integrity and teamwork. If that sounds like you, we’d love to hear from you.
Benefits
We know we need to provide a great working environment to attract the best people. Our offer includes:
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A great pension scheme: we will double your contribution up to a maximum of 10% and include Life Cover
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Generous holiday entitlement; 25 days plus bank holidays increasing with time
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Flexible family friendly and carers policies that allow a range of paid and unpaid leave
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CKH Rewards benefits platform including cashback on purchases, instant vouchers and reloadable gift cards
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Westfield Health, giving access to a range of benefits such as 24 hour DoctorLine, Employee Assistance Programme, money back for glasses and dental treatment (after probation)
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