Lifeline Advisor (Call Handler) Days

Lifeline Advisor (Call Handler) Days  

Salary £20,675 - £27,132  

Location Peterborough  

The Vacancy 

Our client are currently looking to recruit a Lifeline Advisor to join their Lifeline Contact Centre.  

Shifts are worked on a rotational basis working either an Early or Late between the hours of 0700 and 2200.  

Responsibilities Include; 

• Respond to all emergency alarm calls to the Lifeline Centre, prioritising and taking appropriate action to ensure the welfare of vulnerable and often elderly customers are maintained. Accountability for the appropriate action taken for each emergency alarm activation. 
• To meet set targets and standards for the service, including timescales for answering telephone calls in line with both the specific organisations’ and TSA regulatory requirements. 
• To advise customers of their repairs-related responsibilities depending on the contract requirements, ensuring that customer expectations are managed appropriately. 
• Assess and prioritise out of hours housing repairs, liaising directly with contractors on repair resolution and taking immediate action for emergency repairs. 
• Deliver to the different requirements of the corporate contracts including the Social Services Emergency Duty Team for Adults and Children’s Services. Where appropriate make a referral to the Duty Social Worker to action.  Safeguarding issues to be reported to the Safeguarding Team. 
• To manage the out of hour’s emergency service, responding to repairs and housing needs. This includes finding suitable accommodation for families in the event that their home is not available. 
• Respond to lone worker calls by assessing the situation and determining what action should be taken to ensure the safety of the employees. 
• Making 999 calls when emergency services are required to deliver appropriate medical and emergency support. Liaising and notifying with relatives, carers, next of kin, internal & external agencies as appropriate (often in very emotional, stressful and delicate situations). 
• Attend as responder to customer’s properties when necessary, providing appropriate support and applying risk assessment protocols in accordance with Lone working policies and procedures. 
• Promoting the Lifeline service to prospective clients. Where appropriate, identify additional Telecare needs and match technology to individual circumstances. 
• Complete daily check calls to vulnerable clients to include birthday calls, vulnerable client welfare checks and equipment testing. 
• Adhere at all times to data protection and client confidentiality (data held of over 12,000 customers). 

   

The Company 

A commercial business with a social heart, their vision is to create opportunities that change lives through their drive, expertise, resources and passion.  

Their dynamic approach has made them one of the region’s leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, they’re committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to their approach to adapting to change, and they’ll continue to grow their business in today’s fast-paced operating environment.  

There’s more to building communities than building houses. In addition to providing quality homes and delivering excellent landlord services, the also provide care at home and at their two extra care communities in Peterborough as well as around the clock support through their LifeLine personal alarm service. Their community investment programme sees them working with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of the communities, with a rapidly expanding digital support offer too.