TELECARE SUPERVISOR
Hours: 29.4 hours per week on average
Shift pattern: 15 8.5hrs shifts a month (with a 30min unpaid break) between hours of 8am-11pm.
Salary: £20,272.50pa rising to £21,883.10 pa after successful completion of probation
Location: Remote (with some travel to offices in line with business needs)
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
You must have experience in a face-to-face role. Experience in coaching and mentoring would be advantageous. A basic level of education and awareness of legislation in the industry, such as Safeguarding, is required. You must also have experience dealing with CRM databases and the ability to manage demanding customers in an empathetic and caring way.
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 by effective service management and staff management whilst on shift.
You will 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 on operators' performance and escalating any crisis management.
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 due to disability, please contact the careers team on 01425 626337.
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