Positive Employment is currently recruiting an experienced Emergency Response Officer to work for our client based in North London. The successful candidate has to provide excellent customer service in call handling (routine and emergency), mobile emergency response and administrative support both in the Contact Centre and in customer’s homes.
Duties to include but not limited to:
Deal with complex enquiries in accordance with customer services strategies and corporate policies. To be sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with special needs.
Safely drive a car to incidents, emergency response call outs and routine visits safely. To be able to navigate to addresses and plan the optimum route to the visit, taking account of factors that influence achieving the service’s response time and ensuring the vehicle arrives undamaged.
Fully support the Out of Hours telephone service and meet the needs of stakeholders and the diverse local community, including ensuring performance targets are met.
Extensive experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment or experience in the public sector working in front-line service delivery either face to face or over the telephone.
Experience of working with a diverse community in a customer focused environment.
Extensive knowledge of all control room functions and the roles and responsibilities of the Emergency Response Officers and Team Leaders.
Work 12 hr shifts days & nights full time on a rota basis.