About the role
Please note this role does include working nights.
Call Care is a 24/7/365 control room, answering alarm calls from elderly and vulnerable people.
This role will cover all shift patterns of days, evenings, nights and weekend shifts.
Our skilled operators assess each call and facilitate a response from the appropriate organisation, ranging from reassurance calls to emergency calls resulting in a 999 call.
Our multi skilled team also take out of hours calls such as emergency repairs,
The team use several systems to answer calls, record data and write up cases.
Our team work together to ensure the service is delivered 24/7/365, they have a real sense of job satisfaction, being able to support people to stay in their own homes.
This role provides flexible support to cover shifts as required, with a commitment of completing a minimum of one 4-hour shift every other month.
What will you be doing?
- Answering emergency calls for our lifeline customers.
- Assessing each call and facilitating the appropriate response by a 3rd party organisations and individuals.
- Using 4 main software systems to support different areas of the service.
- Liaise with other professionals such as Support Workers to ensure wellbeing of our customers.
- Maintaining our database.
- Collating call data.
- Carry out wellbeing calls.
- Out of hours emergency calls including repairs
- Working a shift pattern to ensure full cover is always in place for the service.
- Working night shifts when necessary, which are lone working shifts.
About you
We are looking for someone who is enthusiastic, proactive and dedicated to the role, and has good communication skills and accuracy.
Someone who has worked within Care or a contact centre, who can demonstrate compassion for our customers and have a good customer service ethos.
Previous night working experience is desirable but not essential.
Experience in a customer service environment would be desirable.
The role requires that you are able to manage and prioritise your own workload.
There will be a requirement for you to lone work at night (in a secure environment).
We are looking for someone who can manage difficult or distressing situations.
You need to be willing to swap shifts to support colleagues annual leave or absences.
Please demonstrate that you can meet the Job Specification attached to the Job description, giving examples where possible.
Our benefits
You can also see our full list of employee benefits on our careers site here: Why you should work for us | West Northamptonshire Council.
About us
At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.
Our vision is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services.
Hear more from our Chief Executive, Anna Earnshaw, about what it's like to work at West Northants Council https://youtu.be/lV0EfeUF4aU
We are committed to ensuring diversity, equality, equity, and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential. We are a disability confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner
The following film was created by us to communicate our intentions - watch WNC colleagues explain what DEI means to us.
If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email careers@westnorthants.gov.uk for support.
West Northants Council, where careers thrive.
Attached documents
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