Inbound Call Handler

Ewell, Surrey
18 Oct 2016
17 Nov 2016
Contract Type

Salary: £18,727
Type: Permanent
Location: Ewell

Cassidy Crane Recruitment are proud to be working in partnership with a high-tech security company, recruiting for an Inbound Call Handler to join their team in Ewell.

Essentially the role is for someone in the alarm receiving centre taking emergency alarm calls. The Candidate would need to be good at working under pressure and have a confident telephone manner. You will be required to effectively assess calls and escalate them to the individual’s procedures, or o the emergency services where appropriate.

The position is on a rolling shift pattern of 2 days, 2 nights then 4 days off with an average of 42 hours per week. Shifts are 7am-7pm or 7pm-7am. Full training (which usually takes around 2 weeks) will be provided during usual office hours (9am-5:30pm) before the successful candidate is allowed to answer live calls.
The Role:
• Maintain an excellent knowledge of, and adherence to, the company’s operational procedures.
• Verify alarms to ensure that, where possible, only genuine emergencies are passed to the emergency services.
• Decide on appropriate response action.
• Communicate comprehensive and correct information to the agency best equipped to deal with it.
• Bring an incident to a satisfactory conclusion and produce a written report.
• Provide feedback and suggestions on improving the service.
• Compile and write post-incident reports.

• Calm, methodical and dependable.
• Level headed and courteous.
• Able to take own initiative.
• Computer and systems literate.
• Efficient and detailed.
• Communicate effectively, easily and with confidence over the telephone with users, customers and emergency services.
• Inspire confidence in others over the telephone.
• Effective handling of a wide variety of emergency situations.
• Take responsibility for managing an emergency incident.
• 22 shifts holiday.
• Discretionary bonuses.
• Pension Scheme.
• Share award scheme.

Please apply by sending your CV as a Word Document. Cassidy Crane Recruitment Ltd are acting as an Employment Agency on behalf of our Client