Emergency Call Advisor

You will be the first point of contact for our predominately older & vulnerable people calling into BR24 - Bield Housing and Care's 24hr Alarm Receiving Centre. Every call to BR24 is different, be that an emergency alarm activation, false call, or an emergency repair. BR24 operate 365 days a year, 24 hours a day and each day will bring a new challenge. The role will require you to be confident to simultaneously provide reassurance to the customer whilst actively listening and using effective questioning to make an informed decision on how best to support the individual., Employment will start with a 2-week training period, followed by a 2-3 weeks of "buddy" shifts to support increase in confidence.

If you require this information in an alternative format, please contact us using the details above.

This post is exempt from the Rehabilitation of Offenders Act (1974) which means you must disclose all unspent and relevant spent convictions on your application. You will be required to complete a Standard Disclosure check with Disclosure Scotland.

Disability Confident
Bield is a proud disability confident accredited employer. As users of the disability symbol, we guarantee to interview all disabled applicants who meet the vacancy minimum criteria.
In order to help you succeed, we will make all required reasonable adjustments to facilitate your inclusion during our recruitment and selection process. Adjustments will vary from person to person; if you wish to discuss how Bield can support you throughout the recruitment process, please email [email protected] and a member of the team will get in touch.

If you are the sort of person who can remain calm in a crisis and use your communications skills to effectively manage the situation, we would love to hear from you!, Successful Applicant will have:
- A genuine passion for providing care and support to people
- Strong, clear, and effective communication skills
- Keyboard skills to capture information based on reason and outcome of call
- Adaptable to change and new ways of working
- The ability to empathise with people and build rapport in challenging situations
- Be confident, resilient, and proactive, Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

Hours of Work:
Hours in the BR24 team are arranged in shift patterns to ensure a 24-hour alarm response service is provided every day of the year.

Vacancies:
Average of 16 hours per week, working on an annualised hours system.

Our Benefits
We offer a competitive salary, reviewed annually, generous annual leave entitlement and enhanced pension scheme. We also pay the cost of Disclosure checks for employment opportunities.

Other benefits include:
- Access to a health care benefit plan, credit union and cycle to work scheme
- Occupational Sick Pay
- Family Friendly Policies
- Employee Assistance Programme

Full & comprehensive training will be provided, as well as supportive team and a buddy to help you deal with the many differing situations handled by the team daily.