Call Handler - Careline

  • Location
    London, Greater London
  • Salary
  • Category
    Public Sector - Public Sector
  • Job type
    Temporary contract
  • Industry
    Public Sector
  • External Reference

Are you enthusiastic about people and value how learning from them can be used to inform the ongoing improvement of services?
We are seeking a temporary (up to 3 months, likely to be extended) experienced and motivated call handler

This is an exciting opportunity to join our client as a call handler/officer

* Full time - 24/7 service on shift pattern of 12hours. Will be working 3 days on 2 days off shift pattern. The shift patterns will be provided on a weekely basis. A pool car will also be provided.
* Temporary role - 3 months (possible extension)
* £15.33 per hour PAYE


  • As part of a team to respond to all incoming calls to the control centre, assessing the nature of the call, prioritising level of urgency and responding accordingly.

  • To work on a rota basis to ensure a high quality efficient and responsive 24 hour service to clients, service users and stakeholders of a Careline.

  • To visit service users where necessary, driving to individual properties, sheltered schemes or Housing Associations, identifying the extent of practical and emotional support required

  • To visit service users where necessary to carry out equipment installations, terminations or repairs

    • To contact and liaise with emergency services, relatives, carers, internal and external agencies as appropriate, providing advice, reassurance and signposting to other services and or agencies as appropriate.

    • To provide a professional, sensitive, caring and confidential service by telephone and in person.

    • To follow all Control Room locally agreed procedures, which will include handling calls and recording all details in line with policy and procedures

    • To operate the SCAN/Careline alarm service in accordance with local procedure and practices that will include installing and programming equipment, testing alarms.

    • In the event of a major emergency to call upon designated senior staff as necessary, following and acting on all related emergency procedures and protocols including the mobilisation of contractors and other staff members to cover any eventuality.

    • Ensure that all service systems and equipment remain in good operational order, ensuring contractors are notified and respond to any faults 24hrs a day, in line with service contracts. This includes all centre equipment, computers, telephone lines and sheltered housing racks, ensure that management is informed of any concerns held.

    • To visit clients in their home and carry out equipment installations and terminations including programming of a range dispersed alarm equipment and smart sensors where trained.

    • To provide a prompt response to reports of Careline/ Telecare equipment faults, visiting site, rectifying fault or replacing equipment as necessary. To ensure that detailed records are maintained concerning equipment levels, usage and fault repair processing. Telecare equipment faults to be reported to Adult services

    • Record and maintain accurate records and logs of all activity. Inputting data into all control room computer systems and recording information on paper based systems where in use. Taking referrals for service requests recording information and advising users, prospective users and their representatives accordingly.

    • To work with the Team Leader to ensure systems are maintained, to ensure the prompt creation and cessation of client accounts and to advise appropriate finance offices so that customer invoicing is carried out effectively.

    • To actively participate in team meetings and the Job Performance Scheme and to assist with the training of new staff

    • To have a valid UK driving licence and the use of a car. To be able to access all parts of the Borough.

    • To carry out all duties in accordance with the Council's health and safety policy and procedure and to ensure compliance with any instructions, requirements and prohibitions at all times.

    • To carry out all duties in accordance with and in the spirit of the Council's Equality and Diversity and Dignity at Work Policies.To undertake any other duties and responsibilities express and implied, which arise within the level of the post as directed by the line manager.

Consultant: Sarah Gillan Telephone: 07849 629289

The application process is subject to the successful completion of background and reference checking. Adecco Group is an equal opportunities employer If you do not hear from one of our consultants within 7 days of applying for this role, please assume you have been unsuccessful in this instance.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Sarah Gillan