Overview
Emergency Call Handler – Leicester
Job Reference: 001999
Salary: £17,053 rising to £17,778 per annum, after successful completion of your probation
Employment Type: Permanent
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 10am5pm, 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 recruitment@pahousing.co.uk
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
