Telecare Team Leader

Appello Careline Limited.; Norwich; Hybrid; GBP 28,000; Full time

Job summary

A care services provider is seeking a Telecare Team Leader in Norwich. Responsibilities include managing a team of Emergency Call Handlers, promoting a positive work environment, and ensuring high service quality. The ideal candidate will have strong management experience and good knowledge of Microsoft Office, particularly Excel. This hybrid role offers a salary of £28,000 plus bonuses and various employee perks.

Benefits

248 hours holiday rising to 263 with service

Discounts on various services and products

24/7 employee assistance programme

Pension Scheme with employer contribution

Free on-site parking

Qualifications

• Experience managing people in a customer-facing role.
• Ability to work efficiently and think on your feet.
• Empathetic and attentive to customer needs.

Responsibilities

• Manage and mentor a team of Emergency Call Handlers.
• Promote a positive working environment and motivate the team.
• Handle performance management and staff appraisals.

Skills

Team management

Customer service

Conflict resolution

Coaching and mentoring

Education

General education

Tools

Microsoft Excel

Job description

TELECARE TEAM LEADER

Hours: 37.5 hours per week

Shift pattern: 4-week rota

Salary: £28,000.00 plus £2,000 on call bonus

Location: Hybrid - Norwich

Start Date: ASAP

Appello Perks

• 248 hours holiday rising to 263 with length of service. This includes bank holidays that you will work if rota'd
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app
• Family and friends’ discounts on our services & products
• Pension Scheme, up to 3% employers contribution
• Free on-site parking

ABOUT YOU

You must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs. You have had experience managing people, ideally within a customer facing team. It would be advantageous, if you have managerial experience in a call centre environment

You have a good general standard of education, a good understanding of Excel and other Microsoft Office packages. You must also be an efficient worker and have the ability to think on your feet.

THE ROLE

As a Telecare Team Leader you are responsible for operationally managing the team members of the Alarm Response Centre. This is to provide the best level of service to our customers. As a Telecare Leader you will have 22 or so direct reports, consisting of Emergency Call Handlers. You will be line managing them directly. The Telecare Team Leader role is part of a wider management team who are responsible for the operational running of the centre, focusing on mentoring operators to improve quality of service and meet key KPIs.

Main responsibilities:

• Motivating the team and working to promote a healthy and positive working environment. This will include the need to be creative and the need for you to use your initiative when doing so.
• Listen to team members’ feedback and resolve any issues or conflicts
• Supporting staff by carrying out staff appraisals, one to ones, reviews and providing training.
• Performance management for members of the ARC. This may include, holding performance reviews, holding non-conformance meetings, writing & implementing performance improvement plans or executing the company disciplinary procedure and any subsequent outcomes.
• Absence management for members of ARC, including carrying out return to works and executing the company policy including any resulting outcomes.
• Monitor KPIs for the centre, suggesting and implementing strategies to ensure these are met and being accountable for maintaining the TSA standards
• Being actively involved in the recruitment process
• Providing 24/7 support to staff on a 5-week rotational basis (1 week in 5) including Managing Disaster Recovery Scenarios.
• Supporting the Resource and Capacity Planner in organising the staff rota. Ensuring adequate cover across the week while liaising with the wider Management Team to do so in the most cost-effective way.
• Learn how to Emergency Call Handle to support the team if call volumes are high or if compliance drops. This will also enable you to upskill your direct reports.

READY TO APPLY

If you are interested in this role please upload your CV.

OTHER INFORMATION

This is an exciting time at Careline365 part of the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.