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Telecare Service Adviser
Location: Enfield
Date: 15 Feb 2019

BBS Recruitment is an independent recruitment agency for the transport, logistics and administrative sector, supplying to a variety of clients across London and surrounding areas. Our client is based in Enfield and is looking for a Telecare Service Adviser to join the team.

Main Duties:

You will be the first point of contact for customers who raise an emergency alert, responding to all alerts in a helpful, calm and sympathetic manner.

You will need to communicate with and on behalf of all service users connected to the Telecare Response Centre. To achieve an emergency response in times of crisis. and to support customers and to promote independent daily living.

As a Telecare Service Response officer, you will visit customers connected to the Telecare service centre providing assistance in emergency situations and in times of crisis.

To ensure customers are assisted in maintaining as independent a lifestyle as possible. To visit customers in Sheltered Housing and the Community who are receiving the service.

To maintain full and concise records of all initial customer contacts, requests, visits, incidents and referrals made using computerised and/or manual systems.

Ensuring all client data and key holder record information is current and correct advising of any irregularities.

To be fully proficient in the use of all IT systems and to assist in the creation, development and maintenance of all computerised and manual records and files, and compilation of statistical information.

To carry out general clerical duties, e.g. scanning, photocopying and filing etc in line with the requirements of the service and /or at the request of a colleague or Team Manager                                                            

You will provide short- and long-term cover for planned and unplanned absences within the Telecare Service covering absences within the Telecare Service Advisor / Response team as when required. 

You must have access to their own vehicle to use during standby hours

You must have access to a vehicle insured for business use

Ensure to cover short term, planned and unplanned standby shift absences within the Telecare Service Team as and when required.

Liaising with all agencies to resolve emergency situations on a day-to-day basis.   Visit customers and customer’s representatives in their homes for assessments, fitting and on emergency calls.

You will liaise with all callers to the Telecare Services Centre on a day to day basis including members of the public, statutory agencies and private and voluntary organisations, Councillors and Emergency Services

All contacts will be for the provision of information, advice and guidance, problem solving, collection of information, updating of information, consultation, as well as delivering a range of services at the first point of contact.  In addition, maintaining standards and service levels at all times to ensure a consistent, high satisfaction level of response to all enquiries.

Skills, Experiences and Abilities:

Proven experience of working in an environment managing risks when responding to emergency requests from the elderly and /or vulnerable persons in the community (please demonstrate on application form)

Ability to work in a demanding environment and under sustained pressure responding to emergency calls in times of crisis and assessing the best course of action in a situation where customers are unable to respond directly (please demonstrate this in your application form).

Ability to be self-motivating to listen, access, interpret, communicate and make complex decisions across a range of disciplines to a wide and diverse range of customers ensuring customer satisfaction at all times

Ability to work within a performance management environment and performance objective

Basic Knowledge and understanding in the use of IT and communication systems


5 Years Work Reference

Advanced DBS Check

Full and Current UK Driving Licence

Hours of Work: 6.30AM-5.15PM or 9.30am-8.15 pmMonday to Sunday, evening and night shifts, working within the constraints of the working time directive

Rate: £15.11

If you are interested in this position, please call us on 01707664211.