Call Handler

Belmont Recruitment are currently looking for a Call Centre Operator to join Derby City Council''s Carelink Team on an initial 3 month temporary contract. This is a full-time role working 37 hours per week.-

The Role:

As an Operator, you will handle incoming calls from service users, assess their needs, take appropriate actions, and coordinate responses with emergency contacts, services, and internal teams.

Key Responsibilities

• Respond promptly and professionally to telecare and emergency calls using our call handling system

• Record and update customer information, actions, and incidents accurately on the system

• Liaise with emergency services, contractors, family members, and internal teams as required

• Monitor lone worker safety systems and coordinate support for mobile responders

• Prepare equipment and documentation for telecare installations

• Clean, maintain, and manage stock of telecare equipment using the equipment database

• Respond to calls relating to council services and out-of-hours emergencies

• Contribute to service performance targets and maintain compliance with Carelink procedures and GDPR

About You

You will be calm under pressure, empathetic, and able to manage a wide range of calls, including emergency situations. Attention to detail, a good telephone manner, and the ability to work with multiple systems simultaneously are essential.

Requirements include:

• Experience in a customer-facing or care-related role

• Good IT and administrative skills

• Strong communication and problem-solving abilities

• Ability to follow procedures and respond appropriately to varied call types

• Flexible and team-oriented approach

If this role would be of interest to you, please apply with an up to date CV as soon as possible!