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Case Study: Meet Our Lifeline Customer Service Team - Kayley

• Written by Roshan

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Meet our Lifeline Customer Service Team in this special Case Study. Today we are speaking to Kayley, who is one of the many call handlers who answer your queries and assist you with your alarm account. We asked Kayley a few questions about working in our Lifeline Customer Service Team to give you a look at who is on the other end of the phone.

Profile:

Name: Kayley
Favourite Musician: I have a very wide range of musical taste so do not specifically have a favourite artist. I love anything I can dance around to.
Last thing you watched:EastEnders, definitely a big soap fan!
Favourite Place:In the garden with my family, or any place outside.

Being a Lifeline Customer Service Executive, you have to adapt to different situations on a daily basis. Why did you decide to do this job?

After being at home with my children for a few years I wanted to do a job that I felt would give me a lot of job satisfaction. I am able to help people whilst being able to fit work around my home life and my children.

How do you feel the Lifeline service helps people?

I think this service helps people by giving some peace of mind to relatives that might not be able to get to their vulnerable family members as often as they’d like to. My Grandmother has an alarm in place and I know how much this has made my family and myself feel a lot more at ease knowing she can get help if she needs to.

Have you any advice for someone considering a Lifeline alarm?

Ask lots of questions! If you are considering the alarm system, there is a good chance that you will benefit from it or a family member would. Get as much information as you can so you can decide what’s best for you.

You speak to a wide variety of people every day in the Lifeline Customer Service Team, how do you adapt to each call?

Listening to what each person has to say, and the requirements they have. Every call is different so trying my best to use the knowledge I have gained whilst working here  to help the best I can.

What is the best part of what you do?

I enjoy being able to help people. I also enjoy getting to talk to lots of different people nationwide.

What do you think is important for people to know about your job?

They should know that a big part of our job is to help people the best that we can. We will always do everything we can to help with what you are asking of us.

The Lifeline Alarm Case Study

We hope you enjoyed this edition of Meet the Lifeline Customer Service Team.  If you would like more information about our personal alarms, you can speak to our friendly team on 0800 999 0400 or you can send an email to info@lifeline24.co.uk. Alternatively, if you would like to go ahead and place an order you can do so via our website.

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