Contact Centre Operator - Out of Hours

This role is essential to providing our out of hours service to those we support. Your duties will include:

• Use the Medequip Way computer system to be able to manage Out of Hours (OOH) calls from Medequip customers when the lines switchover from the depots.


• Receive and action out of hours calls from Prescribers of Medequip community equipment as well as well as customers.


• Logging on to the system to mobilise drivers/technicians.


• Use the UMO Platform (Alarm Post & CRM) to take emergency calls from elderly and vulnerable clients and mobilise resources to operational incidents as part of a team in accordance with Company policy.


• Use our Pre-Determined Response System (PDR) for advice about different cover in each areas.


• Ensure they are familiar and confident in accessing or requesting support from Mentors, Area Managers and Duty Managers (there may be more than one) correctly and know the relevant escalation routes.


• Ensure they have working knowledge of how to work in a BCP/DR situation (these situations could be simulations or actual events) and be prepared to be asked to assist in a given situation.


• Undertake client reviews and surveys and any other tasks that enhance the services that Medequip Connect offers to our clients to ensure a holistic experience.


• Carry out Telehealth technical triage in accordance with procedures and to take all required actions detailed in the Telehealth/Care plan.


• Monitor, test and record equipment and resources to maintain operational readiness and to update all related records, which will include completion of defect notes, computerised records and any other records.


• To raise any concerns regarding the appropriate running of the service with managers in accordance with procedures.


The Person

• If you have genuine empathy for the welfare of vulnerable individuals, this role will suit you.


• You will work well independently and as part of a team as well as having good communication skills.


• You will be flexible with working days/hours to suit the needs of the business
  
  GCSE or equivalent (required), customer service: 2 years (preferred)
  
  Join us as a Contact Centre Operator (OOH) at Medequip Connect and let us empower you to truly make a difference.


You'll be supported by an excellent team of professional and ever developing co-workers who all identify and align with Medequip's values and ways. We are all aligned in providing the most person-centred approach to care.

Who are Medequip Connect?

Medequip Connect provide services to over 41,000 people nationwide with the objective of providing reassurance and support to older, disabled or vulnerable people allowing them to remain safely in their own home.

We help people to maintain people's independence by providing Technology Enabled Care (TEC) and a range of associated equipment that gives them the confidence of knowing that assistance is available at any time, 24 hours a day.

We are in an exciting period of change and growth and are looking for the right person to join us on this journey.


• Continued professional development, training and learning support.


• Free DBS check


• Pension and healthcare schemes


• Life assurance


• Cycle to work scheme


• Care First Employee Assistance Programme including free counselling.


• Free uniform.


We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.

We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip's Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.

This role will be subject to an enhanced DBS disclosure and satisfactory references.

This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable.

Job Types: Part-time, Permanent

Pay: From £11.50 per hour

Expected hours: 28 per week

Benefits:

• Cycle to work scheme


• Health & wellbeing programme


• On-site parking


Schedule:

• Weekend availability