Mobile Responder - Adult Services

Job Description

We're looking for a Mobile Responder - Adult Services for a local government client in Cardiff, South Glamorgan. To receive and respond to issues reported to the contact centre, including emergency and priority calls from vulnerable and elderly customers. Working hours: 24 hr service; 8 hr shifts; must be prepared to work shifts.

Responsibilities

The Mobile Responder is responsible for attending to residents' properties when they require assistance. The duties include lifting residents who have fallen, administering first aid, as required, and escalating to the ambulance service. To work with colleagues within the Contact Centre and other service areas to ensure the highest levels of call resolution and customer satisfaction. To provide any practical help, care or support that is required and inform the Control Centre of the circumstances and their own actions. To deal with sensitive and emergency situations effectively and efficiently, liaising with other customers, next of kin, care agencies, and emergency services. To maintain clear, accurate and concise records of any visits to customers in the event of an alarm call or a routine visit.

Knowledge & Experience Requirements

• Demonstrates the ability to work under pressure with confidence and initiative, always committed to the provision of a quality service for customers.
• Experience in delivering customer-focused information.
• Demonstrates the ability to communicate well in a manner appropriate to individual needs, by phone, in person and in writing.
• The ability to speak other languages, in particular Welsh and Community Languages, would be an advantage.
• Proficient in the use of technology, being comfortable in the use of I.T systems, programmes, and apps.
• Demonstrates the ability to work as part of a team, showing a willingness to assist others and a commitment to meeting the objectives of the team.
• Show a personal commitment to the work of the service, taking ownership of tasks and seeking to meet set deadlines and targets.
• Demonstrates a positive attitude to new challenges and a willingness to adapt quickly to change.
• A caring attitude with a clear desire to achieve the best possible result for the customer
• The ability to work unsocial hours, including evenings, weekends and bank holidays.
• The ability to work overtime when service provision is available.

Qualification – Essential

• Educated to GCSE standard or equivalent, five GSCE’s grade C and above. Two of these GCSEs must include Mathematics and English.
• Advanced Microsoft Office, Word, Excel, PowerPoint, Outlook, and social media.

Essential Compliance Requirements

• 3 Years of References
• Enhanced Adults DBS
• Willing to engage in the mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace