emergency call handler Work, Jobs in derby (with Salaries)

Emergency Call Handler
PA Housing —Leicester
- £26,755 - £27,893 a year
- Call to connect
- Customer service
- Microsoft Office
- IT
- Annual leave
- Employee discount
8d
Contact Handler
Leicestershire Police —Leicester
- £27,204 - £30,333 a year
- Weekend availability

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Emergency Call Handler

PA Housing -
Leicester

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Job details

£26,755 - £27,893 a year
8 days ago

Benefits

Annual leave
Employee discount
Car scheme

Qualifications

Customer service
Microsoft Office
IT

Full job description

Do you have the calm voice people need in a crisis?

Can you bring empathy, resilience, and quick thinking to every conversation? At PA Housing, our Emergency Call Handlers (known internally as Service 24 Coordinators) are a vital part of the team the first line of support for our most vulnerable customers when they need help the most.

Based in our Service 24 department, you’ll be answering emergency calls and maintenance requests, providing reassurance, support, and decisive action. This is more than a job it’s a chance to truly make a difference.

What’s in it for you?

Alongside a rewarding role, we offer some great benefits:

High street discount schemes
Health cash plans
26 days’ annual leave, increasing to 29 after three years (plus the option to buy more)
Flexible bank holidays use them when it suits you
Car leasing scheme

Please note: Due to the nature of this role, it is based fully in the office there is no option for homeworking.

Your shift pattern will be 4 days on, 4 days off, working 7am-5pm, giving you regular extended breaks to recharge and reset.

What you’ll be doing

As an Emergency Call Handler, you’ll be the reassuring voice in a crisis and the organised mind in an emergency. Here’s a snapshot of what the role involves:

Answering emergency calls and assessing what immediate action is needed
Supporting customers with a calm and sensitive approach, including those with mental health challenges
Contacting emergency services or contractors where necessary
Taking ownership of emergency repairs and escalating where vulnerability is identified
Handling requests through phone, email, web chat, and app queries
Programming and testing Lifeline and safety equipment in sheltered schemes
Carrying out daily welfare calls to ensure tenant wellbeing
Managing repair requests and logging all relevant data accurately in our systems
Writing clear reports of incidents and escalating to appropriate teams or agencies
Supporting with general admin tasks across Service 24 and the wider organisation

What we’re looking for

This role is all about people being the person they trust and rely on in stressful situations. You don’t need a housing background, but you will need:

Experience working in a pressurised customer service environment
Empathy, patience, and strong listening skills
Confidence in using IT systems, entering and managing data accurately
Familiarity with Microsoft Office and other common software tools
Flexibility to work shifts across a 24-hour, 365-day service if required
Excellent communication and a friendly, reassuring manner

What you can bring to us...

Passion, commitment, resilience and a willingness to put people first.

At PA Housing, respect, integrity, and accountability aren’t just buzzwords they guide everything we do. If you’re passionate about helping others and staying calm under pressure, this could be the role for you.

AGENCIES: We know where you are if we need your support so please do not contact us.

To apply for this role please click on the apply button or for any enquiries please email [email protected]

Apply Now

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