Contact Centre Team Manager

Contact Centre Team Manager - Emergency Resolution

Salary: £31819

£31819 basic salary with additional allowances payable for weekend and unsociable hours

As part of the AXA Group, Taking Care provides around the clock support to over 100,000 people to live safely and independently. Through our personal alarm service, we give people the confidence to live well and remain in the home they love.

We are looking to recruit a dynamic, self-motivated Contact Centre Team Manager to help lead our Emergency Resolution Operators to support our customers when they activate their alarm. For some, they are in life-threatening situations.

Hours of work are ordinarily 35 hours a week between 6am and 10pm with weekend and evening attendance required including occasional overnight On Call (our service operates 24/7/365). Hours of work can be discussed upon application.

The Contact Centre Team Manager will have the following responsibilities:

• Leading a team of up to 20 Operators providing excellent levels of customer service
• To ensure achievement of PCA (Percentage of Calls Answered) and all Emergency Resolution operational KPIs through effective management of Operators.
• Performance manage the team to achieve agreed KPIs and Objectives
• To hold regular one-to-one’s and team meetings, focusing on performance, service delivery and colleague personal development
• Working with the Emergency Resolution Centre Manager and Change Lead to deliver projects in line with department and company strategy.
• To contribute new ideas that will enhance service delivery, efficiency, and colleague engagement.
• Support the recruitment and onboarding of new team members.
• Handling calls at peak times and dealing with difficult and distressed callers, their families, and other associated parties.
• To attend B2B client review meetings as needed
• Manage and resolve complaints in line with company policy
• Incident management – identify for escalation and manage situation
• Ensure compliance with all TSA QSF framework requirements
• Managing and enforcing Health and Safety, Security, IT policies and procedures
• Maintaining confidentiality, security of information and premises (Data Protection Act 1984)

Development and Training of our staff is really important to us, and you will need the following core skills and experience to be able to fulfil the role of Contact Centre Team Manager:

• Demonstrate ability to manage multiple tasks and consistently deliver against objectives and targets.
• Proven experience of leading highly engaged teams in a high-volume customer facing operation
• Demonstrate a continuous improvement mindset
• Demonstrate experience in contributing to improvements that have had a positive impact
• Experience of interpreting and using MI to support individual and team improvements
• Experience of using CRM/Contact Centre systems (preferable)
• Experience in MS Office Packages
• Previous experience in a telecare/emergency Contact Centre setting (desirable)
• Demonstrate working within a collaborative team, comfortable developing relationships across functions

An Enhanced DBS Check will be required.

The position will be based at our office in Exeter or Ashburton, you may be required to work across both sites.

Previous applicants need not apply

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible

If you want to apply for the role of Contact Centre Team Manager, click apply today