TELECARE SUPERVISOR
Hours: 29.75 hour per week
Shift pattern: 4on4off 8am - 5pm
Salary: £20,497.75pa rising to £22,076.00 pa after successful completion of probation
Start Date: ASAP
PERKS
* 23 days holiday rising to 25 days annual + bank holidays
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more
* 24/7 employee assistance programme
* Family and friends’ discounts on our services & products
* Pension Scheme, up to 4% Company matched
* Smart Tech Benefit
* Cycle to Work
* Free onsite parking
ABOUT YOU
Ideally, you must have experience in a face-to-face role. Experience in coaching and mentoring would be advantageous. You must also have a basic level of education and awareness of legislation in the industry, such as Safeguarding. Experience in dealing with CRM databases and the ability to handle demanding customers in an empathetic and caring way is essential.
THE ROLE
You will be responsible for the successful running of a robust shift, ensuring processes and procedures are adhered to in line with business expectations. You will ensure KPIs are achieved through effective service management and staff management while on shift.
You will also provide support for operators when they are dealing with call handling (i.e., emotional, abusive, or difficult calls) and be the escalation point. You will work closely with the coaches, providing feedback and liaising about operators' performance and escalating any crisis management issues.
* Full job description available on request.
READY TO APPLY
If you are interested in this role, please upload your CV and tell us a bit more about yourself.
OTHER INFORMATION
This is an exciting time at 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, for example due to disability, please contact the careers team on 01425 626337.
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