Customer Call Operator

Do you thrive in a fast-paced environment and have a passion for exceptional customer service?

Are you looking for a new challenge?

Do you like to make a difference?

If this sounds like you, this could be your perfect role.

Astraline, part of Johnnie Johnson Housing, supports thousands of people across the UK to stay safe and live independently at home. We work in partnership with healthcare professionals, local authorities, housing associations and health and social care providers to deliver efficient and person-centred care for their customers and we are constantly growing and offering our service to even more people who need us.

We’re looking for Customer Call Operators to:

• Deliver an outstanding support service, responding to and prioritising calls generated by the Telecare Monitoring System, some of which can be emergency in nature.
• Use fact finding and problem-solving skills to log, assign and pass on repairs calls and contact appropriate agencies in emergency situations.

We’ve got full time positions available and we’re here 24/7 for our customers, so the role will be covering a variety of shifts including during the day, in the evening, during the night or at weekends. There may even be a requirement to cover bank holidays.

So now you’ve heard a bit about what you’ll do, let us tell you a bit about the team – it’s important to know who you might be working with, right?

Our Team

You will report directly into Nathalie, our Team Manager and sit within a close-knit team of approximately ten other colleagues. What makes this role different is that it’s not a typical call centre environment – it’s a lovely, modern office with a really homely feel about it, and as well as providing support to the organisation and our customers, we support each other too!

About You

If you’ve got previous experience of a like for like role, that would be incredible, but we can assure you that it’s not essential. What’s more important is that you are highly resilient, have an extremely caring nature and have the genuine desire to help people and make a real difference to their lives.

It may be that you’ve got some experience of working as a Carer in your local community or perhaps you’ve looked after a relative, either way, this could be a great opportunity for you to transfer your skills and continue to help vulnerable people. You’ll be compassionate, empathetic and have exceptional communication skills and be able to cope with competing demands, sometimes in stressful conditions.

It’s also important that you are comfortable using a computer, able to find your way around various databases along with the usual Microsoft packages (Word, Outlook, Excel and Teams). You’ll need to be able to work independently and on your own initiative whilst operating as a committed member of the team.

If you think you’ve got most of what we are looking for, but not everything, we’d still love to hear from you.

And the benefits of working for us?

We offer a fantastic holiday allowance of 33 days per annum (including statutory holidays) which rises to 38 days after 5 years’ service. We can offer you a 35-hour working week, an enhanced 5% employer contribution pension scheme and a recognition scheme with both financial and non-financial rewards.

Why don’t you visit our careers site to find out more about us, the role and what we can offer you.

We reserve the right to bring the closing date forward should we get enough quality applications.

You may have seen or heard of the exciting news that we have recently joined Sanctuary Housing as a subsidiary. Sanctuary are one of the largest housing associations in the country with over 120,000 homes and like Johnnie Johnson, has been in operation for over 50 years.