Contact Centre Team Leader (Telecare & Emergency Response)

Careium; Blackburn; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Enhanced annual leave

Maternity/paternity benefits

Life assurance

Pension contributions

Free on-site parking

Employee Assistance Programme

Learning & development

Career progression

Job summary

Careium UK is seeking a experienced Contact Centre Team Leader in Blackburn to lead an Emergency Operators team within our 24/7 telecare operation. You will drive performance, coach staff, and ensure exceptional customer care while safeguarding vulnerable customers.

Join a busy, supportive environment with a fixed two-week rota, weekend shifts, and opportunities for development within a growing international organisation.

Qualifications

• Previous Team Leader or management experience in a Contact Centre, Telecare or Health & Social Care environment.
• Proven experience leading, coaching and developing teams.
• Strong communication and interpersonal skills.
• Experience managing performance against KPIs and service standards.
• Ability to make sound decisions and remain calm under pressure.
• Experience with safeguarding principles and supporting vulnerable customers.

Responsibilities

• Lead, motivate and develop a team of Emergency Operators.
• Manage performance against KPIs and service standards.
• Conduct one-to-one meetings, coaching sessions and development reviews.
• Escalate complex, vulnerable or high-risk customer situations.
• Monitor service quality through call listening, audits and case reviews.
• Support employee engagement, wellbeing and attendance management.
• Ensure safeguarding procedures and protocols are followed.
• Manage shift operations to maintain service levels.

Skills

Team leadership

Coaching

Performance management

Customer service

Telecare experience

Safeguarding principles

Quality assurance

KPI management

Communication skills

Job description

Blackburn

Location: Blackburn, Lancashire

Contract: Permanent | Full Time | 37.5 Hours Per Week

Salary: £28,500 per annum & Benefits

Working Pattern: This role operates on a fixed 2-week rotating rota, with shifts from 2:00pm to 10:00pm. You'll work every Saturday and Sunday as part of a regular and predictable schedule that provides consistency and allows you to plan ahead with confidence.

Who Are We?

Careium UK is one of Europe's leading telecare providers, supporting thousands of vulnerable and elderly people to live safer, more independent lives.

Our technology, services and dedicated colleagues help provide reassurance and emergency assistance when it is needed most. Operating 24 hours a day, 365 days a year, our Alarm Receiving Centre plays a vital role in supporting customers across the UK, helping them remain safe and independent in their own homes.

At Careium, what we do matters. Every call we answer has the potential to make a real difference to someone's life.

About the Role

At Careium UK, you don't have to choose between making a difference and building your career. Here, you can do both.

We're looking for an experienced and motivated Contact Centre Team Leader to join our Emergency Response and Telecare operation in Blackburn.

Leading a team of up to 15 Emergency Operators, you'll be responsible for driving performance, maintaining service excellence and creating a positive, customer-focused culture where colleagues feel supported, developed and empowered to succeed.

This is a hands-on leadership role where no two days are the same. You'll play a key part in ensuring vulnerable service users receive timely, compassionate and effective support while coaching your team to deliver the highest standards of customer care.

If you're an engaging people leader who thrives in a fast-paced environment and enjoys developing high-performing teams, we'd love to hear from you.

What You'll Be Doing

• Leading, motivating and developing a team of Emergency Operators.
• Managing individual and team performance against key performance indicators and service standards.
• Conducting regular one-to-one meetings, coaching sessions and development reviews.
• Acting as an escalation point for complex, vulnerable or high-risk customer situations.
• Monitoring service quality through call listening, audits and case reviews.
• Supporting employee engagement, wellbeing and attendance management.
• Ensuring safeguarding procedures and operational protocols are followed at all times.
• Managing shift operations to maintain service levels and operational resilience.
• Handling customer complaints and escalations professionally and effectively.
• Working collaboratively with operational leaders, trainers and support functions to improve performance and customer outcomes.
• Promoting a culture of accountability, continuous improvement and exceptional customer service.

What We'd Like to See in Your CV

• Previous Team Leader, Supervisor or Management experience within a Contact Centre, Telecare, Emergency Response, Customer Service or Health & Social Care environment.
• Proven experience leading, coaching and developing teams.
• Strong communication and interpersonal skills.
• Experience managing performance against KPIs and service standards.
• The ability to make sound decisions and remain calm under pressure.
• Excellent organisational and problem-solving skills.
• Competent IT skills and attention to detail.
• A genuine passion for customer service and helping others.
• Experience within Telecare, Alarm Monitoring or Emergency Response Services.
• Knowledge of safeguarding principles and supporting vulnerable customers.
• Experience conducting quality assurance activities, audits or compliance reviews.
• Knowledge of TSA standards or other regulated service environments.

Why Join Careium?

We recognise that our people are at the heart of everything we do and offer a range of benefits to support your wellbeing, financial security and career development, including:

• Enhanced annual leave entitlement that increases with service
• Enhanced maternity and paternity benefits
• Life assurance
• Employer pension contributions
• Free on-site parking
• Employee Assistance Programme
• Ongoing learning and development opportunities
• Career progression within a growing international organisation

Be an Everyday Hero

This isn't just another Contact Centre Team Leader role.

It's an opportunity to lead a team that makes a genuine difference to people's lives every single day.

If you're passionate about people, performance and purpose, and want to build your leadership career within an organisation that helps people live independently and safely, we'd love to hear from you.