Salary: £34,412.49
£34,412.49 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 Resolution Team Manager to help lead our Emergency Resolution Operators in supporting our customers when they activate their alarms, including life-threatening situations.
Hours of work are typically 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 can be discussed upon application.
Responsibilities of the Contact Centre Team Manager:
1. Lead a team of up to 20 Operators ensuring excellent customer service.
2. Achieve PCA (Percentage of Calls Answered) and all emergency resolution KPIs through effective team management.
3. Manage team performance to meet KPIs and objectives.
4. Hold regular one-to-one and team meetings focusing on performance, service delivery, and staff development.
5. Collaborate with the Emergency Resolution Centre Manager and Change Lead on projects aligned with department and company strategy.
6. Contribute ideas to improve service delivery, efficiency, and staff engagement.
7. Support recruitment and onboarding of new team members.
8. Handle calls during peak times and manage difficult or distressed callers and their families.
9. Attend B2B client review meetings as needed.
10. Manage and resolve complaints per company policy.
11. Identify incidents for escalation and manage situations accordingly.
12. Ensure compliance with TSA QSF framework requirements.
13. Manage health and safety, security, and IT policies and procedures.
14. Maintain confidentiality and security of information and premises, adhering to the Data Protection Act 1984.
Core Skills and Experience:
1. Ability to manage multiple tasks and consistently meet objectives and targets.
2. Proven experience leading highly engaged teams in a high-volume customer-facing operation.
3. Continuous improvement mindset.
4. Experience contributing to positive improvements.
5. Ability to interpret and use MI for team and individual improvements.
6. Experience with CRM/Contact Centre systems (preferable).
7. Proficiency in MS Office Packages.
8. Experience in a telecare/emergency contact centre setting (desirable).
9. Ability to work collaboratively across functions.
An Enhanced DBS Check will be required. The position is based at our offices in Exeter or Ashburton; a driving license is necessary as the role requires working across both sites.
Previous applicants need not apply.
Closing Date: 21st May 2025
We reserve the right to close this vacancy early if sufficient applications are received. Interested candidates are encouraged to apply early.
If you wish to apply for the role of Resolution Team Manager, please click apply today.
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