Emergency Helpline Operator - Nights

We have an exciting opportunity to join us as an Emergency Helpline Operator
. Our response team play a vital part in our life changing service, making a real difference to our customers by providing support and reassurance which helps people live life to the full in their place of choice.

• Shift pattern
  : 4 on, 4 off: 7pm to 7am
• Hours
  : 40.25 hours per week
• Salary
  : £30,930.36

Our Response team is based at our office in Whitley, Yorkshire (Whitley Lodge, Goole,
DN14 0HR
). Please note that public transport to the site is limited so to be able to make the required shift patterns it is likely you will need to be able to drive and have access to your own vehicle. Free car parking is available onsite.

As part of our Response team, you will be speaking with our service users, carefully assessing on each call the most appropriate follow up procedure, making sure it is the easiest and most effective solution for our end user; this could be calling a personal contact, keyholder or the emergency services. At all times you will offer a friendly and empathetic service, providing support and reassurance to the service user.

Don't just take our word for it, see some feedback we have received below -

"Last weekend my mum collapsed at home but somehow managed to hit the button. After not getting a response from her you contacted her responders and the ambulance without hesitation. You most certainly saved her life. I heard the messages left by your service which were compassionate and clear, and the response - so rapid and effective. I just wanted to thank you, you should be proud of the service you provide and know how much it means to those on the receiving end."

You will be a great listener, calm and collected, able to confidently communicate over the phone and have a reassuring tone and empathetic nature.

• A confident IT user
  , able to pick up new systems quickly,
• Confident communicating clearly over the phone
  ,
• A great listener
  , able to obtain the critical information our end users are giving,
• High attention to detail - able to accurately record information on our systems,
• Calm and collected
  ,
• Have a friendly and reassuring tone and empathetic nature
  ,

• Competitive salary £30.390.36 pa
• 25 days holiday + bank holidays (pro-rata)
• Holiday purchase scheme,
• Contributory pension,
• Car salary sacrifice scheme via Tusker,
• Paid volunteer day to support a cause you are passionate about,
• Enhanced maternity, paternity, adoption and shared parental pay entitlements,
• Healthcare cash plan,
• Dedicated 24/7 employee benefits platform 'Verlingue' that include things like: free eye tests, retail discounts,
• EAP WeCare service - including a 24/7 online GP and mental health counselling service,
• Boost your learning and growth through access to Linked In learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,
• A warm and welcoming team environment,
• Development and a chance to build a rewarding career.

• Speak to our service users to help with a wide range of enquiries; from providing David with reassurance that his carers are coming, to helping Doris test her pendant, to calling the emergency services when Bill has had a fall and can't get up off the floor,
• Assess each call and select the most appropriate follow up procedure, making sure this is the easiest and most effective solution for the end user,
• Clearly and concisely pass information to emergency services or personal contacts where required,
• Maintain the Response Centre database to a high standard of accuracy, ensuring confidentiality of the data while adhering to the company's safeguarding and GDPR policy,
• Respond to calls effectively and efficiently,
• Ensure our service users receive reassurance, comfort, and assistance in a calm and friendly manner over the phone,
• Handle housing repair calls from a variety of customers ensuring the appropriate contractors are called.
• Carry out outbound calls to vulnerable end users to comfort and reassure.

Tunstall is a market-leading health and care technology provider
. We're passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of 3,000+ people provide life saving and life changing technology and services to millions of customers…