Telecare Operator Edinburgh – Apply Today R062

This vacancy has now closed, please see our current vacancies list.

Telecare Operator – Edinburgh


Location: Edinburgh
Working hours: 34.9 per week
Remuneration: £21,717 - £25,728 a year
Closing Date: 20th October 2020 noon
Reference: 062

Previous applicants need not apply, thank you.

Hanover has been successfully housing and supporting people in Scotland for more than 40 years. Our core purpose is to help people feel safe and secure at home so they can live full and independent lives. We proudly provide and manage a wide range of housing throughout Scotland that enhances our residents’ quality of life.


About the Role

The Telecare Operator Edinburgh answers alarm calls from people’s homes. They learn to quickly determine the nature of the call to provide the most appropriate response to assist the person in need. It sounds easy, but we know it’s not; we know it requires a special person, not everyone is suitable.

This role requires home working and applicants may be required to be present at the stated work location.

You have to be exceptional, be all things to everyone. Could you take an emergency call that requires you to be empathetic and caring to someone who has fallen?  Then with the next call be diplomatic when dealing with a difficult client reporting a housing repair, maintain your composure and follow procedure?  Can you focus on your performance and KPIs while still giving that all-important caring tone in your voice?  Do you like a challenge? Do you hold a heart-felt empathy for the most vulnerable in our society?

We need someone who is self-motivated and can work from home, someone who is a team player with a good work ethic. If this sounds like you, and you think you’d like to make a career out of making a difference to someone, just by answering their call, then read on.

Main Responsibilities

As part of the Telecare Operator Edinburgh team you will be part of our Alarm Receiving Centre team. You will answer emergency calls direct from clients via telecare alarm equipment – this could be from a fall detector, personal pendant alarm or smoke detector, for example. Remaining calm and focused, you must quickly determine the reason for the call, summoning the most appropriate response as required. This could be asking friends or family, or a responder or carer, to attend, calling out a contractor for a repair, or calling the emergency services. Priority at all times is given to the safety and wellbeing of the client.

Our customers can be vulnerable and you will require patience and understanding to resolve some of the calls you will face. You will need to demonstrate all your personal qualities through the tone and expression in your voice.

Our hours of work do vary, but you will follow a shift pattern working a back, early and night shift. This is on a rotational basis including public holidays and weekends.

About You

We are looking for people to join our busy alarm receiving centre who have a not only a caring nature but a caring tone to their voice. When calls-handling all that we are is projected through our voice. We have to swiftly put the client at ease, the client needs to feel like they are talking to a friend, someone that understands and can help them, no matter the task.

Do you have the following essentials?

  • Ideally, a minimum of 1 year in a similar or equivalent role.
  • Desire and drive to help others
  • Natural on the telephone
  • Resilient under pressure
  • Proficient ICT skills.
  • Critical listening skills
  • Ability to work from home, taking calls on back, early and night shift.
  • Work well in a team environment

What We Are Offering

Hanover is accredited with The Silver Investors in People Award. Aside from offering a supportive and friendly environment where our people are valued and appreciated, we’ll see that your hard work and drive to succeed are rewarded. We provide a training programme that supports you through 8 to 12 weeks of induction. After that period you will be assigned to a small team, managed by a Senior Operator.  Your Senior Operator will continue to support you and develop your skills throughout your journey with us.

  • Competitive Salary and Remuneration
  • Ongoing ‘on-the-job’ training
  • Ongoing Continuing Professional Development (CPD)
  • 18 days of annual leave and 8 days of public holiday.
  • Option to Purchase Annual Leave
  • Generous Pension Options
  • Enhanced Maternity Benefits
  • Opportunity to enrol on SVQs, subject to high performance.
  • Employee Protection Protocols
  • Cycle to Work Scheme
  • Childcare Vouchers,
  • Employee Assistance Program

The Application Process

The role of Telecare Operator Edinburgh is an opportunity for those who wish to be part of a vibrant and dedicated team of professionals who are the voice of Hanover Scotland.

Our people make Hanover Scotland and the quality of your contribution will mean the world to our customers, so it’s really important that we get to know each other thoroughly before having the opportunity to welcome you to the team. We operate a three stage recruitment process:

Online Applications that meet the minimum criteria for the role will be contacted to attend:

  • Initial Telephone Interview
  • Virtual Assessment Centre
  • Personal Video Interview

Each stage provides an opportunity to assess important requirements and ultimately, your suitability for the role. At each stage you will also have the opportunity to ask questions to understand more about us, the role and, ultimately, if it’s right for you, too! We’re a friendly bunch, so no need to be hesitant.  We look forward to hopefully meeting you soon.

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