Job Ref: 213363651

Date: 2021-03-15 15:09:24

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Milton Keynes is a rapidly expanding, vibrant and dynamic place to live, work and play. How better to contribute to that continued success than through a unique and rewarding career with Milton Keynes Council. So if you're looking for an excellent benefits package and the chance to make a difference, make a move to Milton Keynes Council. With modern working practices where flexibility is commonplace and performance is measured on outcomes and results, alongside a generous holiday entitlement, you can experience a fulfilling job and great work-life balance.

Please note that this role is only open to applicants who have the right to work in the UK

Please note previous applicants need not apply. The core purpose of the Care and Response Telecare service is to help people feel safe and secure at home so they can live full and independent lives , we listen and provide support when it is needed most and provide a mobile response to all areas of Milton Keynes . As a Care and Response Officer you will be working across all aspects of the service as a call handler , mobile responder and installer of equipment in people homes. Full training is provided for all aspects of the role . As a call handler you will learn to quickly determine the nature of the call to provide the most appropriate response to assist the person in need. It sounds easy, but we know it’s not; we know it requires a special person. You must be exceptional, be all things to everyone. Could you take an emergency call that requires you to be empathetic and caring to someone who has fallen? Then with the next call be diplomatic when dealing with a frustrated resident unhappy with noise nuisance , are you able to and maintain your composure and follow procedure? Do you hold a heart-felt empathy for the most vulnerable in our society? As a mobile responder you will provide face to face support, in service users homes, when its needed most in a time of crisis, assisting someone who has fallen, assessing their condition , calling emergency services or using our own lifting equipment to assist them up , providing advice and guidance or just being a friendly face offering reassurance. You will learn how to install and maintain our equipment and understand its purpose . If you want a working day that is diverse , different , supportive , valued and provides great job satisfaction this is the role for you. The Care and Response Telecare Service operates 24hrs a day , 365 days a year , successful candidates will be required to work a 3-week rota covering Early shift – 07:30 -15:54 Late Shift – 15:00 – 23:24 Night shift – 23:06 – 07:30

Key Duties

* Be willing to learn about Telecare equipment

* Have patience and understanding to resolve some of the calls you will face.

* Work as a mobile responder

* Assist individuals up from a fall

* Provide support, advice and guidance

* Remain calm and focused, you must quickly determine the reason for the call, summoning the most appropriate response as required.

* Be a clear communicator and able to maintain accurate records

Experience, Qualifications and any Mandatory Requirements

* Experience of good customer service in any setting

* Experience in a call centre is desirable but not essential

* Experience of working with vulnerable adults or in a supportive setting

Skills Required

* All that we are is projected through our voice. We must swiftly put the client at ease, the client needs to feel like they are talking to a friend, someone that understands and can help them, no matter the task.

* Exceptional listening skills

* A desire to provide support when people need it most

* A desire to help , to support and to solve the problem

* To hold a caring nature and care about our service users

Departmental Benefits of this role

* The Care and Response Telecare Service operates 24hrs a day , 365 days a year , successful candidates will be required to work a 3-week rota covering

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