Work at Hanover

Nightshift Telecare Operator

Location:                     Hybrid - Elgin / Edinburgh / Glasgow 

Renumeration:           £26,027 - £27,328 Per annum (20% additional nightshift allowance)

Hours:                         Average 35.2 hours per week on a 5on, 5 off work pattern

Closing date:             7th May 2025 at 12pm

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 is operated by 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.

This exciting Telecare Operator (Night Shift) role offers 35.2 hours per week on average on a 5 on, 5 off work pattern. 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.

About You

As this is a hybrid role, you must be able to conduct yourself professionally, both at home and in the office, and handle calls continuously during unsociable hours. Due to the critical nature of the role, a strong and stable internet connection is contractually required in order 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.

What we are offering

• Employer pension contributions
• Salary increase after the completion of 6 months' probation
• Full induction and training programme to ensure you are fully trained to support our Telecare customers.
• Opportunities for career advancement.
• Working in a rewarding role within a friendly and open environment.
• Access to a wellbeing site including Mental Health First Aiders, Employee Assistance Programme and Hanover Perks.
• Cycle to work scheme
• Tech scheme

Application Process

It’s really 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 that meet the minimum criteria for the role will be contacted to attend:

• First stage interviews week commencing 19th May 2025
• Second stage interviews week commencing 26th May 2025
• Each stage provides an opportunity to assess important requirements and ultimately, your suitability for the role. We look forward to hopefully meeting you soon.

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