TELECARE TEAM LEADER
Hours: 37.5 hours per week
Shift pattern: Tuesday - Saturday 4 week rota:
1. week 1: 12:00 - 20:30
2. week 2: 08:00 - 16:30
3. week 3: 11:30 - 20:00
4. week 4: 06:30 - 15:00
Salary: GBP26,325.00 plus GBP2,000 on call bonus
Location: Hybrid - Norwich
Start Date: 7th April 2025
Appello Perks
233 hours holiday rising to 248 with length of service (includes 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 with up to 3% employer 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 had 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 also 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 approximately 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:
1. People Management
2. Motivating the team and promoting a healthy and positive working environment, using creativity and initiative.
3. Listening to team members' feedback and resolving any issues or conflicts.
4. Supporting staff by carrying out appraisals, one-to-ones, reviews, and providing training.
5. Performance management for members of the ARC, including holding performance reviews, non-conformance meetings, writing & implementing performance improvement plans, and executing the company disciplinary procedure.
6. Absence management for members of ARC, including carrying out return to works and executing the company policy.
7. Monitoring KPIs for the centre, suggesting and implementing strategies to ensure these are met and being accountable for maintaining TSA standards.
8. Being actively involved in the recruitment process.
9. Providing 24/7 support to staff on a 5-week rotational basis (1 week in 5), including managing disaster recovery scenarios.
10. Supporting the Resource and Capacity Planner in organizing the staff rota, ensuring adequate cover across the week while liaising with the wider Management Team.
11. Learning how to Emergency Call Handle to support the team if call volumes are high or if compliance drops, enabling you to upskill your direct reports.
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, for example due to disability, please contact the careers team. #J-18808-Ljbffr