Contact Centre Team Leader

Full job description
Contact Centre Team Leader
Rawtenstall

Hours: 38.5 hours per week (late shift, 12.30pm - midnight 4 on 4 off)
Salary: £30,508 per annum plus on call allowance

This is an incredible opportunity to work for a forward-thinking care provider, who’ll support you to be the best you can be in your chosen field!

Join us as our new Contact Centre Team Leader at Medequip Connect and let us empower you to truly make a difference.

Our continued employee development programmes, internal training and exceptional leadership will give you the ability to continuously develop yourself professionally whilst providing person-centred care.

You’ll be supported by an excellent team of professional and ever developing co-workers who all identify and align with Medequip’s values and ways.

Who are Medequip Connect?

Medequip Connect provide services to over 50,000 people nationwide with the objective of providing reassurance and support to older, disabled or vulnerable people allowing them to remain safely in their own home.

We help people to maintain people’s independence by providing Technology Enabled Care (TEC) and a range of associated equipment that gives them the confidence of knowing that assistance is available at any time, 24 hours a day. Our care technology services provide peace of mind to you, your family, and your friends.

About the role

As the Contact Centre Team Leader for Medequip Connect, you will lead a team of Operators working for Medequip Connect’s Contact Centre including Technology Enabled Care, call handling and Out-of-Hours call handling, and all other ancillary call handling services

Your day-to-day responsibilities will include, but not be limited to:

To improve the performance, productivity and efficiency of the Contact Centre services
To gain and maintain an extensive knowledge of all Emergency Response Centre (ERC) processes
To have detailed knowledge of the Health Social Care landscape and TEC Services Association (TSA) Quality Standards and applicable British Standards
To be a key team player, a role model and provide consistent, motivational and robust direction to the team
To maintain quality and service standards
To ensure full compliance with the TSA Quality Standards Framework Standards and Service module
To support the Contact Centre Operations Manager with people-related processes to ensure an effective approach to workforce management is achieved
To manage the rota effectively
To support the management of Information Governance and Data Protection risks within the Contact Centre
To be a key point of escalation for complaints, safeguarding's and concerns for Contact Centre services.
To attend regular monthly Area Management meetings and assist the Operations Supervisor to produce and present relevant KPIs and documentation.
To raise any concerns regarding the appropriate running of the service
To liaise with all levels of stakeholders
To be accountable and responsible for one’s own personal performance and to strive to develop and maintain knowledge and expertise within this specialist function.
To participate in the ERC On-Call rota required (1 week in 4). Assistance to be given on-site to cover shifts or at home to give back-up to ERC Operators. Demonstrating the ability to be always operationally ready and flexible.
About you

Above all, you will identify and align with our company values:

We keep our promises.
We empower people to be accountable for their actions and performance.
We help people with empathy, courtesy, dignity and kindness.
We show respect and are trusted by our colleagues, suppliers and customers.
We believe in teamwork and are passionate about our work.
We encourage innovation and the development of technology.
We embrace change and seek to achieve excellence.
We deliver cost effective, efficient and safe healthcare solutions.
Qualifications and experience required.

Experience within customer services or call centre management is essential
Full UK Driving License is essential
Excellent customer service and verbal skills are essential
Must be proficient with the full Microsoft Office Suite
We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.

We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip’s Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.

This role may be subject to an enhanced DBS disclosure and satisfactory references.

This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable

Job Types: Full-time, Permanent

Pay: £30,580.00 per year

Work Location: In person

Reference ID: 283253INDX Read more