Blackburn, Lancashire
37.5 hours per week
24/7 operation with shifts worked on a rotational basis
Salary: £28,500 per annum
Who are We.
Careium UK are one of Europe’s largest telecare organisations, providing products and services to over 250,000 private and corporate clients. We are here to help our clients maintain and enjoy a richer and more independent life.
We offer a completely digital telecom-system, making it possible for all of our vulnerable and elderly clients to feel safe in the comfort of their home, as well as in the outside world. With our excellent team of in-house Emergency Call Handlers, we maintain our own 24/7/365 Alarm Receiving Centre, along with our own Mobile Response Team.
About the role.
At Careium UK you don’t have to choose between purpose and progress. Here, your daily contribution will directly impact the lives of our clients & service users. You will have the opportunity to give back to the local and wider community while also investing in your own future and career development.
As we evolve our structure to better serve our clients, we are looking for a Contact Centre Team Leader to join our growing out of hours team based in Blackburn, Lancashire.
As Contact Centre Team Leader at Careium UK you will effectively lead your team in providing an excellent and efficient call handling service in the 24-hour emergency alarm receiving centre, ensuring all interactions are handling in line within the company, client and regulatory set KPI’s. Creating an environment where teams are empowered to put customers first.
What will you do:
1. Lead, support and motivate a team of call handlers to meet performance targets.
2. Ensure all interactions meet KPI standards and follow Careium policies.
3. Train, coach and develop team members with clear action plans.
4. Promote continuous improvement by reviewing processes and customer feedback.
5. Handle absence management and supervise daily task delivery.
6. Escalate operational issues promptly and support complaint investigations.
7. Maintain high customer satisfaction by meeting service levels.
8. Liaise with the Contact Centre Site Lead on ARC performance.
9. Ensure comprehensive inductions for all new starters.
What we would like to see in your CV:
10. Strong leadership and team management abilities including Coaching & developing colleagues.
11. Excellent communication and interpersonal skills.
12. IT literate with full working knowledge of MS Office Suite planning and co-ordinating
13. Proficiency in call centre software and CRM systems.
14. Ability to analyse data and make data-driven decisions.
15. Problem-solving skills and ability to handle stressful situations.
16. Commitment to providing exceptional customer service.
We Offer:
17. Annual leave that increases with length of service
18. Sick pay that increases with length of service
19. Company Maternity/Paternity Pay
20. A Cash Health Care plan, offering discounts for Dental and Optical procedures and much more.
21. Life Assurance, worth 3 times the value of your annual salary
22. Pension contributions of up to 6%
23. Free On-Site Parking
24. Learning and Development Opportunities
We’d love to hear from you if you have what it takes to be an Everyday Hero. If you would like to work in a business that saves lives and adds value to individual’s lives, then get in touch.
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.