Careium is one of the UK’s leading telecare providers, delivering personal alarm products and comprehensive monitoring and support services to over 250,000 clients across private and corporate sectors. Our mission is to empower individuals of all ages to live more independent and fulfilling lives through innovative technology and compassionate support.
We are proud to be the everyday heroes our clients can rely on, always acting smart and showing care when it matters most.
About the Role
To enhance our services for vulnerable and elderly clients, we are seeking an experienced Operations & Performance Manager to drive strategic performance across our Alarm Receiving Centre (ARC) based in Blackburn, Lancashire (BB1). In this pivotal role, you will ensure that all client interactions meet the highest standards, aligning with company objectives, client expectations, and regulatory requirements. Your leadership will help create a customer-centric environment where teams are empowered to deliver exceptional service.
Key Responsibilities
* Leadership & Management: Lead and mentor team leaders to deliver high-quality, efficient service within our 24-hour emergency alarm receiving centre, which covers Non-Emergency ARC and Out-of-Hours services.
* Quality Oversight: Ensure call handling and operational tasks adhere to company and regulatory standards, with a focus on quality and continuous improvement.
* KPI Monitoring: Regularly track and analyse performance against key business metrics, ensuring compliance with company, client, and regulatory KPIs.
* Performance Management: Collaborate with team leaders to manage individual, team, and departmental performance, promoting a culture of accountability and professional development.
* Resource Planning: Oversee resource planning to maintain optimal staffing levels, scheduling, and reporting across Careium’s UK operations.
* Process Improvement: Identify and implement improvements by analysing key performance indicators and operational processes.
* Escalation Management: Act as the primary escalation point for complex or non-standard scenarios, offering guidance and support as required.
* Customer Engagement: You will engage with corporate customers on an ad hoc basis as required, ensuring professional and responsive communication aligned with business needs.
Key Skills & Experience Required
* Experience: At least 5 years of experience in operations or performance management, preferably within a telecare, 24/7 operation, or similar contact centre, customer-focused environment.
* Leadership: Proven success in managing and motivating teams, with formal leadership training and a track record of driving performance improvement.
* People Management: Demonstrated expertise in people management, with excellent communication and interpersonal skills
* Analytical Skills: Strong analytical abilities with experience in data interpretation and decision-making.
* Technical Proficiency: Familiarity with KPI monitoring tools (e.g., Power BI) and a basic understanding of IT and technical terminology.
* Stakeholder Engagement: Skilled at building and maintaining positive relationships with internal and external stakeholders.
* Telecare Systems Knowledge: Understanding of telecare-specific systems and technologies.
* Audit Familiarity: Experience with TSA and ISO audit processes.
* Workforce Optimisation: Knowledge of resource planning and workforce optimisation strategies.
What We Offer
* Competitive Salary & Benefits: Attractive salary package with generous benefits.
* Career Development: Clear pathways for professional growth and development.
* Annual Leave: Increasing entitlement with length of service.
* Enhanced Sick Pay: Supportive sick pay policies based on tenure.
* Parental Leave: Generous maternity and paternity leave.
* Healthcare Plan: Access to a cash health plan with discounts on dental, optical, and other services.
* Life Assurance: Life insurance coverage at three times your annual salary.
* Pension Scheme: Employer contributions up to 6%.
If you’re passionate about making a difference and have the expertise to help us achieve our goals, we’d love to hear from you. Apply now and become an Everyday Hero at Careium UK!
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