Contact Centre Call Coordinator

Livity Life Ltd; Worcester (MA); On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

33 days annual leave (incl. bank)

Company Pension Scheme

Life Assurance

Rewards scheme – 200+ perks

Job summary

Livity Life Ltd in Worcester is seeking a TEC Alarm Receiving Centre Call Coordinator. This office-based role requires calm, compassionate communication as you respond to alarms, alerts and calls to support vulnerable individuals at home.

You will work a rotating shift pattern on a full-time basis, be involved in care coordination, and collaborate with health and social care professionals to ensure timely response and appropriate escalation when needed.

Qualifications

• Minimum 4 GCSEs including English or equivalent.
• Strong communication skills and empathy for service users.
• Strong administrative skills and computer literacy.

Responsibilities

• Answer calls within SLA and update care records.
• Carry out wellbeing calls as required.
• Provide remote care and coordination per care plans.
• Escalate issues following TSA guidelines.
• Ensure timely delivery of equipment and services.
• Maintain accurate electronic and paper records.

Skills

Excellent communication skills

Computer literacy

Team player

Attention to detail

Independent worker

Flexible & positive attitude

Education

GCSE English

Equivalent qualification

Tools

TEC platform

Microsoft Office

Job description

Back to Careers

Job Role

Technology Enabled Care (TEC) Alarm Receiving Centre Call Coordinator. This is a fully office-based role with no option for remote working. Our Alarm Receiving Centre is located in Worcester, close to the city centre, with easy access to public transport links. Free on-site parking is also available.

We operate 24 hours a day, 365 days a year, providing a vital service to vulnerable individuals who rely on Technology Enabled Care (TEC) to keep them independently living at home.

About The Role

As a Technology Enabled Care (TEC) Alarm Receiving Centre Call Coordinator, you will provide a professional, efficient, and compassionate first point of contact for individuals accessing support through TEC devices. You will respond to incoming alarms, alerts and telephone calls, ensuring service users receive the assistance they need in a timely and courteous manner.

This is a rewarding and fast-paced role that would suit someone who remains calm under pressure, has excellent communication skills, and is passionate about delivering outstanding support to vulnerable individuals within the community.

Working Pattern

We work on a rota basis to ensure continuous service provision.

Full-Time Coordinators Work a Rotating Shift Pattern Comprising:

• Two weeks of early shifts, typically 7:00am to 4:30pm
• Two weeks of late shifts, typically 12:00pm/1:00pm to 9:00pm/10:00pm
• Alternate weekends off
• An alternating Monday off following a worked weekend

What can we offer you?

• 33 days annual leave (including bank holidays) pro rata
• Company Pension Scheme
• Life Assurance
• A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets

Main Duties And Responsibilities

• Answer calls within agreed SLA times and ensure care records are updated accordingly after every interaction and following the agreed protocols to ensure the welfare of people using the service.
• Carry out wellbeing and other scheduled service user calls as required.
• To provide the best care and support possible, in accordance with a person’s support needs, ensuring physical and mental wellbeing of each individual are given equal consideration.
• Delivering remote care, support and coordination in line with co-produced plans, providing reassurance to the service user and/or loved one/carer when required.
• Establish meaningful relationships with the people we support and their loved ones, to understand their needs and ensure they feel informed and engaged.
• Responsible for the prioritisation of all alerts and notifications, working autonomously to provide proactive and reactive support, ensuring the appropriate escalation pathways are followed, in line with all regulations.
• To ensure accurate and appropriate clinical information is passed to staff, and other health care professionals as required, to ensure the timely delivery of equipment and services e.g. Occupational Therapists, Engineers etc.
• Raising and reporting equipment repairs and requirements through contact with the relevant Service Centre for Engineer despatch.
• Complete all records and provide feedback to all agreed agencies – electronic and paper based accurately.
• To monitor the Technology Enabled Care (TEC) platform to determine and provide the appropriate response to meet people's individual needs.
• To provide the first point of contact for individuals accessing support through TEC devices.
• Responsible for the mobilisation of responder/emergency services where appropriate ensuring the tracking of a timely response in accordance with Telecare Services Association (TSA) guidelines.
• To be a proficient user of all TEC systems, delivering the TEC support programme and contributing experience and feedback into the continual development and improvement of the service.
• Deliver remote, life-enhancing support in line with the organisation’s TEC strategy and service model.
• Monitor alerts and support requests to ensure needs are met in line with the agreed process framework.
• To identify risks to customer service or safety, escalating any safeguarding issues or concerns to the line manager and/or clinicians as appropriate.
• To contribute to the management and mitigation of these risks, through use of TEC or otherwise, to ensure the quality, efficiency, and compliance of all support activity.
• To ensure that any manual records that need to be completed in the event of an electronic system shut-down continue to comply with the relevant Standard Operating Procedures.
• To ensure the health, safety, and wellbeing of self, colleagues, and third parties supported by following the appropriate policies and procedures and escalating any concerns, complaints, or poor practice.

This job description shall not limit your role; you will also be expected to carry out any other duties that your supervisor feels are within your capabilities and skill set. The above information may not cover everything involved in the position but indicates the size and scope of the role and may be subject to change as the role develops. You will received ongoing training and support.

Key Performance Indicators

May Include But Not Be Limited To:

• TSA standards met
• Call response times
• Customer Complaints

Qualifications

Minimum 4 GCSE including English or equivalent

Skills And Knowledge

• Knowledge of TEC services or the public sector would be beneficial Essential/Desirable
• Computer literacy
• Natural at developing relationships with others, working together as part of a team.
• A good eye for detail
• Strong administrative skills – Use of the Microsoft suite and ability to learn internal systems
• Must be able to work off their own initiative as well as part of a team
• Must be flexible, adaptable and positive in their approach to work.
• Excellent communication skills are required to interact with internal staff, prescribers, Service Users and Senior Managers
• Healthcare sector experience preferred but not essential

Our Values

Our ambition is to become the provider of choice in a world where intelligent healthcare technology enables proactive, personalised and preventative care, helping people of all ages and backgrounds live safe, independent lives in their own homes.

Our LIFE Values Guide How We Work:

Lead – by example and set the standards that define our purpose.

Inspire & Empower – through collaboration, shared purpose and inclusion.

Fairness – acting ethically and with integrity in everything we do.

Entrepreneurial – innovating with purpose and embracing change.

If you’re practical, people-focused and looking for a role where your work can make a genuine difference to people’s everyday lives, we’d love to hear from you.

This role involves working in a regulated activity and may be subject to a DBS disclosure and social media screening.

No terminology used in this advert is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation. We welcome applications from all sections of the community.