Contact Centre Operations Team Leader - Out Of Hours

Blackburn Careium UK Søknadsfrist: 16.08.2024


Blackburn, Lancashire

37.5 hours per week

Monday – Sunday - 3:00pm – 11:00pm (on a rota basis)

Competitive Salary & Benefits

Who are We:

Careium UK are one of Europe’s largest telecare organisations, providing products and services to over 250,000 private and corporate clients. We are here to help our clients maintain and enjoy a richer and more independent life.

We offer a completely digital telecom-system, making it possible for all of our vulnerable and elderly clients to feel safe in the comfort of their home, as well as in the outside world. With our excellent team of in-house Emergency Call Handlers, we maintain our own 24/7/365 Alarm Receiving Centre, along with our own Mobile Response Team.

 About the role:

At Careium UK you don’t have to choose between purpose and progress. Here, your daily contribution will directly impact the lives of our clients & service users. You will have the opportunity to give back to the local and wider community while also investing in your own future and career development.

As we evolve our structure to better serve our clients, we are looking for a Contact Centre Operations Team Leader to join our growing out of hours team based in Blackburn, Lancashire.

As Contact Centre Operations Team Leader at Careium UK you will effectively lead your team in providing an excellent and efficient call handling service in the 24-hour emergency alarm receiving center, ensuring all interactions are handling in line within the company, client, and regulatory set KPI’s. Creating an environment where teams are empowered to put customers first.

What will you do:

  • To lead and support a team of skilled call handlers, managing both individual’s, team, and departmental performance.
  • Ensure all interactions are answered within our KPI’s and in accordance with Careium’s policies and procedures.​
  • Engage, motivate, and influence your team to deliver their best, leading by example and acting as a role model within the Contact Centre.
  • Work effectively with your peers to ensure that all staff are measured consistently in terms of performance benchmarking, in addition to identifying how we can continuously improve as a department.
  • Train, develop and mentor your team to help them be the best they can be, ensuring detailed action plans are documented and your team are held accountable.
  • To Listen, be empathetic and caring, with the ability to multi- task and prioritise according to the need of the business​.
  • Support a culture of continuous improvement by identifying operational efficiencies and constantly reviewing procedures and customer feedback.
  • To engage, encourage and mentor the team to provide the highest quality telecare service.
  • In conjunction with ARC trainers, ensure that a comprehensive induction package is offered to all new starters.
  • To liaise with the Contact Centre Site Lead and keep them fully informed of ARC performance.​
  • Carry out effective absence management in accordance with the company absence procedure including the formal process, ensuring all absence is recorded and that return-to-work interviews are completed.
  • Supervise the team’s delivery of allocated tasks and be accountable for the results.​ Escalating any operational difficulties within a timely manner Supporting the investigation of complaints in line with
  • the company’s policy and procedures.
  • Maximise customer satisfaction and minimise complaints through ensuring KPI targets are achieved, and all service levels met.
  • Prioritise and manage Customer complaints in a professional and efficient manner and escalate to the right level of authority where necessary.

What we would like to see in your CV:

  • Minimum of 3 years of experience in a contact centre environment, with at least 2 years in a supervisory or leadership role.
  • Strong leadership and team management abilities including Coaching & developing colleagues.
  • Excellent communication and interpersonal skills.
  • IT literate with full working knowledge of MS Office Suite planning and co-ordinating
  • Proficiency in call centre software and CRM systems.
  • Ability to analyse data and make data-driven decisions.
  • Problem-solving skills and ability to handle stressful situations.
  • Commitment to providing exceptional customer service.

We Offer:

  • Annual leave that increases with length of service
  • Sick pay that increases with length of service
  • Company Maternity/Paternity Pay
  • A Cash Health Care plan, offering discounts for Dental and Optical procedures and much more.
  • Life Assurance, worth 3 times the value of your annual salary
  • Pension contributions of up to 6%
  • Free On-Site Parking
  • Learning and Development Opportunities

We’d love to hear from you if you have what it takes to be an Everyday Hero. If you would like to work in a business that saves lives and adds value to individual’s lives, then get in touch.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.