Helpline Operator

Helpline Operator

Salary: £22,400

Location: Doncaster

An opportunity for an empathetic and calm helpline operator to join a successful company in Doncaster.
You will be responsible for answering emergency calls and assessing each call, following the taught procedure, which will indicate what route is required, such as whether it is an emergency services call.
The working pattern is working 4 days on 4 days off, 7am-7pm.

THE ROLE:
To answer all types of calls generated by service users or their contacts. To swiftly assess the situation and deal with accordingly, meeting the service level agreement.
To act as an effective link between the service user and any other contacts in case of emergency.
To identify, on selection, any call, which procedure will be required to deal with any situation quickly and efficiently.
To pass details to any of the emergency services fully and clearly to ensure that clients get any help they need as quickly as possible.
To carry out outbound calls, as and when required, to vulnerable clients and provide reassurance.
To report to the management team any malfunction on Response Centre equipment.
To input new service user details and amend information as and when new details are received.
To deal with calls made to the out of hours repairs desk, passing on repairs to the nominated contractor.

THE CANDIDATE:
Excellent telephone manner.
Ability to work calmly and accurately under pressure.
Confident IT user.
Strong keyboard / data entry skills.

THE CONSULTANCY:
Edwards & Pearce is a professional recruitment consultancy with 11 specialist divisions managed by experts in their own area of recruitment.
Established in 1998.
Employ approx 30 staff.
2 offices in Doncaster & Hull.
Edwards & Pearce operates according to a strict ethical code and aims to offer both candidates and clients the highest levels of professionalism and customer service.
Edwards & Pearce has an enviable client base including plc's, blue chip organisations and SME's , global FMCG manufacturing, the public sector, charities and the Big 4 accountancy firms achieving preferred supplier status with many clients.
From the 2 offices based in Yorkshire, Edwards & Pearce successfully recruit for not only local, regional and national clients but has also undertaken and filled international assignments.
It is the policy of Edwards & Pearce to provide equal employment opportunity to all persons regardless of age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, or any other characteristic protected by law.