TELECARE TEAM LEADER
Hours: 37.5 hours per week
Shift pattern: Tuesday - Saturday 2 week rota - week 1 08:00 - 16:30 week 2 11:30 - 20:00
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. This 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, 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. Managerial experience in a call centre environment is advantageous.
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 with 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 directly line managing them. 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, requiring creativity and initiative.
* Listening to team members’ feedback and resolving any issues or conflicts.
* Supporting staff through appraisals, one-to-ones, reviews, and training.
* Performance management for members of the ARC, including performance reviews, non-conformance meetings, and implementing performance improvement plans.
* Absence management for members of the ARC, including return to works and executing company policy.
* Monitoring KPIs for the centre, suggesting and implementing strategies to meet these and maintaining TSA standards.
* 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 while liaising with the wider Management Team.
* Learning how to Emergency Call Handle to support the team during high call volumes or 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 on 01425 626337.
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