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5 months ago
Blue Octopus
Salary: £22,860 per annum
Location: Manchester
Job type: Permanent
Contact: Blue Octopus Team
Category: Call Centre Jobs, Customer Service Jobs

Our client is a not-for-profit housing association dedicated to offering quality homes for independent living. Their vision is simple, it is focused on “Living Longer, Living Better”. They want to help their residents age well, live independently and maintain their quality of life for as long as possible.

It’s an exciting time to join them as they move forward towards achieving their aim of becoming the 'Market Maker' in Independent Living. They embrace a ‘One Team’ ethos and employ people who are pioneering and who strive to be outstanding in their role. In return, they empower them to be the very best that they can be. As a result, they can continue to ensure their customers remain at the very heart of everything they do.

Astraline, their 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.

Joining them as Telecare Team Leader, you will support the delivery of an excellent Telecare service to end users and corporate clients through effective supervision of staff, pro-active line management of the Telecare operation and supporting the creation of a high performing culture.

Supervising the Telecare Operators, providing support and dealing with escalated actions where necessary, you will respond to alarms generated by the Alarm Monitoring System, taking appropriate action and ensuring a satisfactory resolution. Carrying out monitoring to improve quality of calls taken, you will offer mentoring, coaching and advice to their Telecare Operators and alert management to any procedural or staffing issues. The Telecare Team Leader is also responsible for first line complaint investigation and for conducting routine line management tasks, performance management and staff appraisals.

So if you have strong people management skills and can motivate and inspire a team to deliver outstanding levels of service, then they would love to hear from you! They are looking for an individual who has a strong customer focus and who has a genuine interest in helping them with their digital transformation. It doesn’t matter what industry you come from, but they do need you to be able to cope with competing demands whilst maintaining a positive attitude. Your people management experience will include workload allocation and shift planning and you’ll have the ability to deliver good results through teams in a contact centre environment.

Those who have an understanding of the needs of elderly and vulnerable customers will be advantageous, as are those who have knowledge of housing management practices and the UK social housing industry.

This is a fantastic opportunity to work in a growing TEC (technology enabled care) environment that is going through digital transformation. It will provide you with lots of opportunities for personal growth and career development.

This role is working on a rota with other Team Leaders and will include some weekends and cover from 06:00 until 22:00.

Closing Date: 6th June 2018

This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.


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