Contact Centre Operator

The Best Connection; Rawtenstall; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading contact centre provider in Rawtenstall seeks a Contact Centre Operator to manage incoming alarms and telephone calls. The role requires excellent customer service skills and the ability to handle emergency situations according to TSA Guidelines. Candidates should have a GCSE standard education and customer service experience. Responsibilities include call handling, client resolution, and compliance with quality standards. This position requires flexibility with shifts, covering a range of hours, and involves working as part of a dedicated team.

Qualifications

• GCSE standard education with minimum C grade in Maths and English is essential.
• Experience in customer services or call centre management is required.
• Full driving license is essential.

Responsibilities

• Handle incoming calls for the Contact Centre.
• Provide professional support service, including TEC and OOH call handling.
• Resolve client and customer escalations.

Skills

Customer service experience

Ability to communicate effectively

IT literate

Excellent verbal skills

Empathy and patience

Organized

Flexibility

Education

GCSE standard Education (Maths and English, minimum C grade)

Job description

Job Title: Contact Centre Operator

Location: Rawtenstall and agile

Reports to: Contact Centre Team Leader

Shift Pattern: 4 on 4 off, 12:30-00:00, 19:30-07:00, 12:30-20:30, 12:30-00:00, 14:00-21:30, 17:00-00:00, 17:00-23:00

Summary and Main Purpose: To deal with incoming alarms and telephone calls for the company's Contact Centre including Technology Enabled Care (TEC) call handling and Out‑of‑Hours (OOH) call handling, and all other ancillary call handling services. Be the first point of contact for the company's clients; this will involve gathering information, triaging the call and passing the client over to the Emergency Services where appropriate following TSA Guidelines.

Key Duties

• To work in the Contact Centre to provide a professional support service, including both TEC call handling and OOH services which are in alignment with TSA standards and KPI's.
• To be the first point of resolution for client and customer escalations, always ensuring a high level of customer service and care.
• To be a real team player and work to support and motivate colleagues, ensuring the team remains high performing and maintaining a flexible attitude towards working with the team.
• To practice and develop standards/behaviours that ensure customer service remains a priority and of the highest standard.
• To maintain quality and service standards so the business can acquire and retain customers and increase customer satisfaction.
• To have detailed knowledge of TEC Services Association (TSA) Quality Standards and applicable British Standards to ensure compliance with monitoring requirements of a wide range of devices and applications in various settings, including monitoring of health‑focused technologies and applications (Activities of Daily Living) ADL solutions and mobile/GPS devices.
• To be fully compliant with the TSA Quality Standards Framework Standards and Service modules, including compliance with KPI targets, performance objectives and call audits.
• To maintain good attendance and meet service standards.
• To develop expertise and knowledge in the Health & Social Care landscape and how the Contact Centre contributes to managing service user risks and supporting people to live independently.
• To ensure that concerns, safeguarding, and complaints are escalated appropriately following the correct procedure.
• To create and maintain a professional working relationship with all colleagues and managers and contribute to decision making for the effectiveness of the Centre.
• To liaise with all levels of stakeholders of the Company and positively promote the services it offers.
• To comply with all Company policy, guiding frameworks and legal requirements.
• To be accountable and responsible for one's own personal performance and to strive to develop and maintain knowledge and expertise within this specialist function; to undertake training and attend development programmes in order to achieve this.

Key Working Relationships

• External: Members of the public; service users, patients, families/carers/next of kin of service users & other agencies/partners.
• Internal: Colleagues, Management, Directors, and any other employees or workers across the Company.

This is not an exhaustive list of duties, and the post holder may be required to undertake other reasonable duties, to meet the needs of the business.

Terms and Conditions

DBS: You will be required to complete a DBS check; this will be refreshed every 2 years. In order to protect vulnerable or elderly customers, it is usually necessary for the applicant to apply for an Enhanced Disclosure from the Disclosure and Barring Service. The disclosure will determine whether or not an individual is permitted to undertake this role. This role does qualify for an Enhanced DBS check.

Personal Development/Training: Attend an annual appraisal (Personal Development Review) with your Line Manager and to agree and take ownership of your training and development needs. Attend company training courses and operational meetings as requested.

Equal Opportunities

We are an Equal Opportunities Employer. Our company wholeheartedly supports the principle of equal opportunities in employment and our service provision. We aim to encourage, value and manage diversity and recognise that talent and potential are distributed across the population. Not only are there moral and social reasons for promoting equality of opportunity, it is in the best interest of this organisation to recruit and develop the best people for our jobs from as wide and diverse a pool of talent as possible and that our service provision reflects this.

Information and Governance: Ensure you adhere to the EU General Data Protection Regulation 2018 and comply with company policy for the information security and protection of personal and sensitive data.

Key Requirements/Person Specification

Essential

• GCSE standard Education including Maths and English, minimum C grade / or equivalent.
• Customer Services experience / call centre management.
• Smart, clean appearance and polite manner.
• Full driving licence.
• Able to show empathy, patience and remain calm, adopt a positive attitude to difficult situations and working under pressure.
• Ability to type talk.
• Ability to communicate effectively with customers regardless of cultural, language background, age, health or personal circumstances (bereavement) with patience and dignity.
• Excellent verbal and customer service skills.
• IT literate and comfortable using IT.
• Being organised and able to follow agreed processes.
• Ability to manage own workload and work unsupervised.
• Flexibility.

Desirable

• Minimum of 1 year in a Public, Healthcare, TEC, or service‑based industry role.

The Best Connection is acting as an Employment Business in relation to this vacancy.