Work at Hanover

Telecare Operator (Relief)

Location:              Hybrid - Elgin / Edinburgh / Glasgow

Remuneration:     £14.30 - £15.02 per hour

Hours:                  We can be flexible and can discuss your availability if you are invited to interview.

Hanover has been supporting people in Scotland for over 40 years. We aim to provide desirable homes, happy customers and a resilient organisation.

About the Role

Hanover Scotland's Customer Service Centre operates a control room of dedicated Telecare Operators who support Hanover’s customers nationwide.

At Hanover, some of our customers need help to feel safe and secure at home.  Our Telecare Operators are vital in providing this critical service.

Your customers will be nationwide and as the voice of Hanover you will be taking inbound alarm calls, determining the reason for a call, and coordinating vital activities to ensure the safety and wellbeing of our customers.

Every call is different as our Customer Service Centre operates 365 days a year, 24 hours a day and you will discover a real variety of customer situations meaning that each day brings something new.

At Hanover, we also provide external Repairs and services to customers. We have approximately 35 external customers.

Relief staff will answer Door Entry Calls, Repairs and General Enquiry calls.

About You

As this is a hybrid role, you must be able to work from home professionally and handle calls continuously throughout your shift. Due to the critical nature of the role, a strong and stable internet connection is contractually required to perform this role.

• To join us, you need to have a genuine passion for providing care and help to people.
• Resilient, proactive, and self-confident.
• Strong, clear and effective communication skills
• Ability to input information whilst listening to calls
• Unwavering patience and understanding.
• Ability to empathise with older persons and comfortably build rapport in difficult situations.
• Flexible and adaptable, open to change and new ways of working
• Must hold the right to live and work in the UK without sponsorship.

Please note that a full background check and pre-employment checks will be conducted where an offer of employment is made.

Application Process

It’s important that we get to know each other thoroughly before having the opportunity to welcome you to the team. We operate a two-stage recruitment process.

Online Applications close: 29th October 2025

Interview date: week commencing 3rd November 2025

Hanover is an equal opportunity and disability confident employer.

Hanover (Scotland) Housing Association Ltd

Scottish Charity no: SC 014738

Contact information

To find out about working with Hanover, contact us on 0800 111 4646 or email at recruit@hanover.scot