About the role
We currently have a part time post of 24hrs per week, this post is to cover for MAT leave with the potential to become permanent in March.
At the end of the contract, wherever possible we would try to retain experienced staff with a good performance record.
Call Care is a 24/7/365 control room, answering alarm calls from elderly and vulnerable people.
This role will be used to support with nights but will also have days, evenings 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 satisfactory, being able to support people to stay in their own homes.
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 which are lone working.
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.
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.
Previous applicants need not apply.
Our benefits
We offer a wide range of benefits to our employees, these include:
- Generous annual leave entitlement starting at 28 days annual leave per year, 29 days for senior managers (pro rata, depending on how many hours per week you work), plus bank holidays. An additional 5 days, linked to continuous service, and ability to purchase up to 6 weeks additional leave per year.
- Cycle to Work scheme.
- Local Government Pension Scheme plus immediate life cover (3 times your annual salary from day one) and ill-health protection.
- Employee discounts with local and national retailers, days out, finance, health and beauty, travel and eating out plus lots more.
- Car Lease scheme via Tusker.
- Payment of professional subscription / membership - If your job description requires that you are registered with or are a member of a professional body, WNC will pay for your professional subscription or membership fees.
- Employee Assistance Programme - We have an employee support programme run by Health Assured, an independent, external organisation. Health Assured is available for you and your immediate family members, 24 hours a day, 7 days a week, 365 days a year and includes telephone counselling, legal advice, bereavement support and medical information.
- Commsave- Free membership to Commsave Credit Union who provide a variety of savings accounts, loans, a monthly lottery draw and more!
- Ongoing training and development opportunities.
- A variety of flexible working options to support your work/life balance, including full or part time, term time, 9-day fortnight, etc. (subject to business needs).
- Our West Ways of Working – We want our workforce to thrive, and we equip our employees with the right technology to support hybrid and collaborative working, on or off site, depending on the role.
- Making a difference - If you want to use your skills and experience with an organisation that are genuinely invested in making a difference, are committed to improving people's lives, and whose success has a direct impact on the wellbeing of your family, friends and people in your local area, then West Northamptonshire Council is the place for you.
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.
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