Telecare Team Leader

Your new company:
Careline365 is a leading national personal alarm provider with a simple mission: to provide solutions that enable the ageing population, and those who are vulnerable, to enjoy better and safer lives. Through their pioneering and cutting-edge products, Careline365 supports their members to maintain their independence, while their 24/7 emergency monitoring service brings peace of mind and comfort to users and their loved ones.
Your new role :
The purpose of the role of Telecare Team Leader is to operationally manage the team members of the Emergency Alarm Response Centre, to enable the best level of service to their customers. Their client base of circa 72,000 people nationwide generally consists of the elderly and vulnerable, who press their alarms in the event of an emergency.
A Telecare Leader will have 20-25 direct reports, consisting of Emergency Call Handlers, line managing them directly. However, the Telecare Team Leader 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 achieve key KPIs, such as 97.5% of calls answered within 60 seconds.
What you'll need to succeed:

• Managerial experience in a Call Centre, People management experience, including absence and performance management of direct reports.
• A good working understanding of software such as Microsoft Office, including Word, Excel, and Outlook.
• Minimum of 5 x GCSEs at grade A - C
• An efficient worker able to prioritise and complete multiple tasks in a shift while still maintaining a high standard of quality.
• A confident decision maker.
• Positive influence and motivator of staff.
• You must be approachable and have the ability to think on your feet.
• Effective communicator at all levels.
• To be flexible with shifts and on-call duties.
• Leading by example, e.g., working in accordance with company policies.
• Calm under pressure.
• Ability to adapt.

• Based in their Norwich Office.
  
• £26,325 - £28,500 Dependent on Experience + £2,000P/A on call bonus.
  
• They are a 24/7/365 business, so working supportively is key.
  
• Hours based primarily between 8am and 8pm (Flexible)
  
• Any 5 days out of 7.