Emergency Telecare Team Leader (Shift Supervisor)

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

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.