Do you have experience of managing the performance of people and service levels in a fast paced call centre environment? Do you have excellent communication and customer service skills? If so, then we want to hear from you!
Astraline, our in-house call monitoring centre offers customer-led flexible solutions for a variety of services including Telecare, Lone Worker monitoring, Out of Hours call handling and Anti-Social Behaviour.
The Team Coordinator is a brand new role created to support the delivery of an excellent 24/7 monitoring service to end users and corporate clients through effective coordination and supervision of Operators. You will work in partnership with other Team Coordinators and Team Managers to support the creation of a high performing culture.
Coordinating the shift to achieve performance against service level targets, you will allocate daily administrative tasks to the Operators and respond to calls when volumes demand. Working closely with the Talent and Resource Team Manager to ensure full coverage of the rota, you will also assist with the recruitment and induction of new starters and liaise with Team Managers to identify training needs and assist with coaching and developing of Operators as required.
We’re looking for an individual who has a good standard of education (to GCSE level or equivalent) and someone who has customer service experience, working within a fast paced call centre environment. With strong organisational skills, you will be an excellent communicator and ideally have experience of managing the performance of Operators whilst on shift. Knowledge of the telecare market and/or adult social care sector would also be an advantage and you’ll need to be able to work a variety of early, late and night shifts to ensure full coverage across the 24/7 operation.
Johnnie Johnson Housing is a not for profit housing association, housing over 8000 residents across the North West, North East and Yorkshire and Derbyshire. We are dedicated to helping people to live longer, live better and remain as independent as possible for as long as possible, supporting our residents to age well and love where and how they live. Committed to delivering 1000 new homes over the next eight years, as well as continued significant investment in our existing stock, now really is an exciting time to challenge yourself and make a move to a job you love doing day in day out.
You’ll be working for an organisation who are determined to provide outstanding homes and services for the people that matter most, our residents. Working together as one, we feel empowered to make changes, challenging each other to be pioneering and delivering outstanding results together.
And the benefits of working for us?
Enhanced holidays, 25 days per annum (excluding statutory holidays) rising to 30 days after 5 years’ service
Enhanced 5% employer contribution defined contribution pension
Life Insurance, 1 times salary and additional 3 times if in pension scheme
Access to a health cash plan
Free car parking, on site
Employee assistance programme
Annual awards and Christmas party
Recognition scheme, with both financial and non-financial rewards
Opportunities to develop and grow skills and experience
Values driven working environment
Closing Date: Friday 28th February