TELECARE TEAM LEADER
Hours: 37.5 hours per week
Shift pattern: 2 vacancies available
Option 1 - Tuesday - Thursday 10:00-18:30, Friday & Saturday 11:30-20:00
Option 2 - Tuesday - Thursday 09:00-17:30, Friday & Saturday 08:00-16:30
Salary: £26,325.00 - £28,500 per annum (depending on experience) plus £2,000 on-call bonus
Location: Hybrid - Norwich
Start Date: 11th November 2024
Appello Perks
* 31 days holiday rising to 33 with length of service, including bank holidays that you will work if rota'd
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more
* 24/7 employee assistance programme with an easily accessible app
* Family and friends’ discounts on our services & products
* Pension Scheme, up to 3% employer's contribution
* Free on-site parking
ABOUT YOU
You must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs. You have experience managing people, ideally within a customer-facing team. It would be advantageous if you have managerial experience in a call centre environment.
You have a good general standard of education, a good understanding of Excel and other Microsoft Office packages. You must be an efficient worker and have the ability to think on your feet.
THE ROLE
As a Telecare Team Leader, you are responsible for operationally managing the team members of the Alarm Response Centre to provide the best level of service to our customers. You will have around 22 direct reports, consisting of Emergency Call Handlers, and will be line managing them directly. The Telecare Team Leader role is part of a wider management team responsible for the operational running of the centre, focusing on mentoring operators to improve quality of service and meet key KPIs.
Main responsibilities:
* Motivating the team and promoting a healthy and positive working environment, using creativity and initiative.
* Listening to team members’ feedback and resolving any issues or conflicts.
* Supporting staff by carrying out appraisals, one-to-ones, reviews, and providing training.
* Performance management for members of the ARC, including performance reviews and implementing performance improvement plans.
* Absence management for members of ARC, including conducting return-to-work interviews.
* Monitoring KPIs for the centre, suggesting and implementing strategies to ensure these are met.
* Being actively involved in the recruitment process.
* Providing 24/7 support to staff on a 5-week rotational basis (1 week in 5) including managing disaster recovery scenarios.
* Supporting the Resource and Capacity Planner in organizing the staff rota to ensure adequate cover.
* Learning how to Emergency Call Handle to support the team if call volumes are high.
READY TO APPLY
If you are interested in this role, please upload your CV.
OTHER INFORMATION
This is an exciting time at Careline365 part of the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age, or disability.
If you require assistance to participate in the recruitment process, please contact the careers team on 01425 626337.
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