Role Overview
We are seeking a skilled Emergency Response Coordinator to join our team. In this critical role, you will be the first point of contact for emergency calls and text messages, connecting callers to the required service.
This is a vital service provided to the public on behalf of the state. As an Emergency Response Coordinator, you will handle emergency calls with professionalism, accuracy, and empathy across various contact methods. You will follow established scripts and procedures to ensure the right information is communicated every time.
You will meet individual and team performance indicators while maintaining a high-quality customer experience. You will take ownership of enquiries, escalating when necessary, and liaising with other teams to ensure seamless service delivery.
You will adapt to changing environments, welcoming feedback, and contributing to continuous improvement and team success. As a trusted representative of our organization, you will share best practices and uphold our standards in every interaction.
Key Skills Required:
* Effective Communication
* Continuous Improvement
* Problem Solving
* Active Listening
* Resilience/Adaptability
Essential Qualifications:
* Ability to focus on screens throughout all calls and follow instructions as appropriate.
* Remain calm and focused to ensure customer/caller requests are dealt with effectively and efficiently.
* Ability to strictly adhere to all relevant procedures.
* Listen carefully to the expectations of the customer/caller and deliver within the current remit of the service solution.
* A short course in Irish language call handling will be provided.
Benefits Package:
* Pension Scheme with 6% employer contribution.
* Healthcare cover for employees.
* Life Assurance from first day of employment (4 times basic salary).
* Permanent Health Insurance cover (income continuance).
* 25 days of holiday entitlement, with the opportunity to buy up to five more days annually.
* Support for working parents including pay during maternity, adoptive, and paternity leave.
* Opportunity to buy shares and participate in employee saving plans.
* Subsidized sports and social club.