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Independence Trust Careline Operator

  • Application closing date: 01 Nov 2017 23:55

Job Description

Part Time 15 Hours – 5pm to 8pm Monday to Friday (plus opportunities to pick up additional shifts)
£9.37 an hour plus shift enhancements

Main purpose of the job:
To support the provision of the Company’s quality, customer focused, effective and efficient community care alarm and call centre service to Herefordshire Careline customers.
Main Duties and Responsibilities:

  • Operate the alarm monitoring consul on a 24 hour rota basis, receive calls via the communications network from all clients, company representatives and premises connected to Herefordshire Careline.
  • Ensure appropriate response and follow up actions to received calls are undertaken in accordance with procedures for both private and corporate customers.
  • Liaise with HHL colleagues, Housing Association personnel, clients and others to resolve problems and request information required to update resident and scheme details where required
  • Report any case to the Careline Team Leaders where it is felt that additional support services are required or where there is evidence of abuse of the communications network
  • Receive calls from individuals and establishments being monitored for Lone Worker, Telecare, Telemedicine, fire, burglary, temperature control etc. and action as appropriate
  • Provide an out of normal office hours answering and filtering service for the Company’s and other organisation’s emergencies, deciding priority and liaising with standby staff , tradesmen and contractors where appropriate
  • Handle calls that on occasions can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller.
  • Input of data and maintenance of various computerised and manual record systems in respect of Central Control and the Company’s other functions
  • Undertake periodic checks of the system to ensure efficient and effective operation and to report any fault in accordance with procedure.

Job Description

  • Responsible for the reporting of faults associated with the communications network, reporting same to the appropriate maintenance service and undertaking periodic checks to ensure response to fault report within the specified period and advising the Head of Customer Services of any cases where non-compliance with service agreement exists
  • Provide clerical support specifically within the Careline Services Section and generally throughout the Company
  • Attend "in house" training sessions and staff briefings to maintain and develop a satisfactory working knowledge of the service, its operation and associated procedures
  • Assist new and relief operators in understanding the operation of the control consul and relevant policies and procedures
  • Provide cover specifically for all Emergency Services Operator posts, and generally within the section during holidays and/or sickness and assisting other colleagues of Careline as and when necessary
  • Initiate “wellbeing resident check calls” to clients where identified by management company
  • Support customers Emergency Planning Teams in the event of a Major Emergency in line with Service Level Agreements
  • Provide security reassurance, protection and support to all clients whilst protecting management company interests

Working Environment/Physical Challenges

  • Frequent use of keyboards, PC’s, telephone call handling equipment and specialist alarm monitoring equipment.

Responsibility for Non Financial Assets

  • Responsible for the handling, inputting, maintenance and security of highly sensitive and confidential information.

Standard requirements attached to the job:
(a) All individuals are expected to be flexible in undertaking the duties and responsibilities attached to their job and may be asked to perform other duties which reasonably correspond to the general character of their job and their level of responsibility.
(b) All individuals are expected to maintain personal and professional development to meet the changing
(c) To recognise health and safety as a responsibility of every individual, to take reasonable care of self and others and to comply with Herefordshire Housing’s Health and Safety policies and any service specific procedures/rules that apply to the job.
(d) To promote equality as part of the job and to treat everyone with fairness and dignity.
(e) All individuals are expected to carry out their duties and responsibilities having regard to the Company’s commitment to providing a customer focused service.
(f) Ensure practice is firmly rooted within the Children and Adults Safeguarding framework. As an organisation we take an assertive approach to ensuring the safety and well-being of all children and adults with care and support needs and colleagues will need to demonstrate an understanding and commitment to best safeguarding practice

Please note that where the job holder is disabled every effort will be made to supply necessary aids, adaptations or equipment to allow them to carry out the duties of the job. If, however, a certain task proves to be unachievable, job redesign will be given full consideration.

Candidate Requirements

Personal Specification
Factor Essential Desirable Method of Assessment
  • Good standard of Education - Literate and numerate
  • Call Centre Operator Certificate or equivalent


Knowledge and Skills:
  • Good computer and keyboard skills
  • Self motivated and able to work with minimum supervision
  • Ability to deal with and remain calm in stressful/ emergency/ crisis situations
  • Demonstrates Disability Awareness
  • Responsive and supportive to the team and colleagues
  • Good ICT skills eg. Microsoft Office Products


  • Experience in the use of Telephone techniques
  • Experience of working within a customer - focused office environment
  • Knowledge of social alarm monitoring systems
  • Basic knowledge of housing management including provison for the elderly and other supported housing groups
Judgment/ Decision Making:
  • Able to work independently and use own judgment in making decisions
  • Able to priortise own workload
  • Remains diplomatic and confidential


Customer Care/ Interpersonal Skills:
  • Demonstrates empathy, patience and understanding with older/ vulnerable people
  • Demonstrates commitment to Customer Service in all activities
  • Able to communicate both orally and in writing to established formats
  • Builds effective working relationships with others
Service Development/ Finding Solutions:
  • Able to determine abnormal from normal situations
  • Uses problem solving and decision making skills
Other Factors:
  • Good understanding of equality and diverity requirements
  • Ability to work shifts over a 24 hour period


Employment Details

  • Employment Type: Part Time
  • Hours: 15
  • Pay: £18,082 Annually Pro Rata

How to Apply

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