Call Handler

Location: Strood (moving to Gun Wharf, Chatham in 2025)

Are you experienced in handling calls and supporting vulnerable individuals?Are you flexible and open to working on a rotating shift pattern?Do you want to be part of a team that makes a real impact in the community?

Shift Pattern: 4 shifts on, 4 shifts off (inc night shifts) covering 24/7, 365 days a year.

About the Role:

As a Call Handler in the Monitoring Control Centre, you will be at the heart of ensuring the safety and wellbeing of vulnerable individuals, public spaces, and commercial properties. You will play a key role in operating telecare and CCTV monitoring services, responding to emergency calls, and coordinating with various agencies when action is needed.

Key Responsibilities:

Assistive Technology Monitoring:

• Respond to incoming assistive technology calls, providing reassurance and support to vulnerable users, such as elderly or disabled individuals.
• Summon emergency assistance when necessary and document all actions taken.
• Conduct equipment tests and report system issues as needed.

CCTV Monitoring:

• Monitor CCTV systems, keeping a vigilant eye on public areas and partner sites for any suspicious activity.
• Manage cameras, document incidents, and escalate issues to authorities when appropriate.
• Handle authorised enquiries in line with Home Office guidelines and company policies.

Emergency Call Handling:

• Handle Council Out of Hours Emergency calls, accurately documenting actions and coordinating emergency responses.
• Liaise with external agencies to ensure appropriate responses to incidents.

What We are Looking For:

Essential Skills and Attributes:

• Interest in assistive technology and promoting independent living.
• Must have permanent Right to Work in the UK
• Empathy and patience to support vulnerable individuals with professionalism.
• Resilience in high-pressure environments, managing interruptions or conflicting demands.
• Strong communication skills, especially when handling sensitive information.

Experience and Qualifications:

• GCSEs in English and Maths (or equivalent).
• Analytical skills to interpret information and develop effective responses.
• Computer proficiency for operating CCTV and assistive technology systems.
• Ability to pass vetting processes, including Non-Police Police Vetting Level 1 and enhanced DBS.

Desirable:

• SIA CCTV license and familiarity with relevant legislation.
• Experience in CCTV monitoring, data protection, or work related to supporting individuals'wellbeing.

Benefits: Death in Service Benefit, 24-hour GP support, night shift health checks, counselling, free parking, free tea and coffee, mental health support, birthday day off, and Christmas concession day.