At Livity Life, part of Millbrook Healthcare Group, we’re leading the Technology Enabled Care (TEC) revolution. Using the most innovative technology and cutting-edge digital tools. We deliver a transformational service that challenges norms and delivers the very best care experience.
We are currently looking for a Contact Centre Coordinator to join the team at our Technology Enabled Care (TEC) Contact Centre based in Martley, Worcester. You will provide the first point of contact for clients accessing our service, handling calls from service users, family members and healthcare professionals. You will ensure that service users queries are handled in accordance with their support plan.
Millbrook Healthcare Group are an inclusive and caring employer who understand that not everyone’s job needs are the same. Therefore we are open to supporting flexible working requests such as part time working, job shares and flexible hours wherever possible, to support our colleagues life style differences. So please feel free to let us know of any specific requirements you may have and these can then be discussed in more detail if you are successful in your application.
What will this role involve?
1. Answering inbound calls within a timely manner and updating care records accordingly to ensure the welfare of service users
2. Triage calls and refer to relevant agencies and services as appropriate.
3. Responsible for the efficient mobilisation of responder/emergency services where appropriate
4. Carry out well-being and other scheduled outbound service user calls as required
5. Delivering remote care, support and coordination in line with co-produced plans, providing reassurance to service user
6. Responsible for the prioritisation of all alerts and notifications, working autonomously to provide proactive and reactive support, ensuring the appropriate escalation pathways are followed
7. Raising and reporting equipment repairs and requirements through contact with the relevant Service Center
What are we looking for?
8. Previous customer service experience is preferred
9. Strong communication skills including an excellent telephone manner
10. Proven ability to quickly understand and adapt to service user/customer needs and communicate in a caring and respectful way
11. Strong organisational skills
12. Computer literate with a good working knowledge of Microsoft Office
What can we offer you?
13. An annual salary of £25,396.80 pro rata'd
14. 2 x 40.1 Hours per week and 2 X 20 hours per week Rolling pattern over 7 days covering 7am to 10pm including weekends and bank holidays
15. Up to 33 days holiday (including bank holidays) plus optional 5 unpaid days (pro rata for part-time)
16. Company Pension Scheme
17. Company Sick Pay
18. Life Assurance
19. A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets
Our ambition at Millbrook Healthcare is to become the leading provider in the assisted living sector whilst ensuring our core company values ‘CARES’ remain unchanged. We are always looking to recruit hard working and talented individuals to become a part of our ongoing growth and success. You’ll enjoy all the support and encouragement you need to reach your own potential and develop a rewarding career along the way.
Care and respect for our colleagues and service users
Accountable and proud
Ready to learn and grow
Enhance our service users’ lives
Socially responsible, ethical and transparent
Millbrook Healthcare Group are an inclusive and caring employer who understand that not everyone’s job needs are the same. Therefore we are open to supporting flexible working requests such as part time working, job shares and flexible hours wherever possible, to support our colleagues life style differences. So please feel free to let us know of any specific requirements you may have and these can then be discussed in more detail if you are successful in your application.
This role is working in a regulated activity and may be subject to a DBS disclosure and Social Media Screening.