*Internal Opportunity*
Senior Telecare Operator
Working Hours: 35.2 hours per week, working a rotation of 5 shifts on, 5 shifts off
Working Pattern: Nightshift.
Remuneration: £34,516 (including 20% nightshift allowance.)
The Telecare Team has a requirement for a new Senior Telecare Operator on a permanent basis. It is a fantastic opportunity for a people-oriented professional to bring their experience and help drive the team through Telecare’s transformation journey.
Main Responsibilities:
* Effective people supervision to ensure the team is motivated and quality-oriented.
* Develop our existing Telecare Operators to ensure performance standards are consistent.
* Supporting leadership through analysis, escalation, and reporting of data.
* Implementing measures for continuous improvement to deliver business objectives.
* Making and receiving calls from Hanover residents in a professional and caring way, whilst logging important and relevant information onto the Telecare computer system.
* Solve problems and guide callers towards a solution that meets their needs.
* Managing shift patterns, allocating tasks, and breaks to Operators to ensure KPI, workloads, and performance indicators are met through appropriate shift management.
Please apply if you have demonstrable experience of:
* Supervising a customer service environment.
* Excellent focused listening and empathetic questioning skills.
* ICT literacy, including the use of bespoke systems.
* A systematic, organized, and precise approach to work.
* Multi-tasking and the ability to lead under pressure.
You must also be able to provide evidence of an internet connection of a minimum of 10Mbps download speed and 4Mbps upload speed with a connection that is latent, stable, and secure. As this is a hybrid role, you must have a suitable home-working space (please talk to us if you don’t, as there is the option of working from our Elgin, Glasgow, or Edinburgh offices).
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