Contact Centre Operator

This is an incredible opportunity to work for a forward-thinking care provider, who’ll support you to be the best you can be in your chosen field! Join us as our new Contact Centre Operator at Medequip Connect and let us empower you to truly make a difference. Our continued employee development programmes, internal training and exceptional leadership will give you the ability to continuously develop yourself professionally whilst providing person-centred care. You’ll be supported by an excellent team of professional and ever developing co-workers who all identify and align with Medequip’s values and ways.

Medequip Connect provide services to over 10,000 people nationwide with the objective of providing reassurance and support to older, disabled or vulnerable people allowing them to remain safely in their own home. We help people to maintain independence by providing Technology Enabled Care (TEC) and a range of associated equipment that gives them the confidence of knowing that assistance is available at any time, 24 hours a day.

About the role:

• As the Contact Centre Operator for Medequip Connect, you will deal with incoming alarms and telephone calls for Medequip Connect’s Contact Centre including Technology Enabled Care.
• Your day-to-day responsibilities will include, but not be limited to:

• Working in Medequip Connect’s Contact Centre and providing a professional support service.
• Being the first point of resolution for client and customer escalations, always ensuring a high level of customer service and care.
• Being a real team player and working to support and motivate colleagues.
• Practicing and developing standards/behaviours which ensure customer service remains a priority and of the highest standard.
• Maintaining quality and service standards so the business can acquire and retain customers and increase customer satisfaction.
• Having detailed knowledge of TEC Services Association (TSA) Quality Standards and applicable British Standards to ensure compliance with monitoring requirements of a wide range of devices and applications.
• Being fully compliant with the TSA Quality Standards Framework Standards and Service modules, including compliance with KPI targets, performance objectives, and call audits.
• Developing expertise and knowledge in the Health & Social Care landscape and how Medequip Connect solutions and the Contact Centre contribute to managing service user risks.
• Ensuring that concerns, safeguarding, and complaints are escalated appropriately following the correct procedure.

About you:

Above all, you will identify and align with our company values:

• We empower people to be accountable for their actions and performance.
• We help people with empathy, courtesy, dignity and kindness.
• We show respect and are trusted by our colleagues, suppliers and customers.
• We believe in teamwork and are passionate about our work.
• We encourage innovation and the development of technology.
• We embrace change and seek to achieve excellence.
• We deliver cost effective, efficient and safe healthcare solutions.

What we offer:

• 29 days holiday moving to a max of 33 days, pro rata (inclusive of Bank Holidays).
• Continued professional development, training and learning support and opportunities for career progression.
• Life assurance.
• Cycle to work scheme.
• Care First employee assistance program including free counselling.
• Access to Perkbox discount platform.
• Free uniform.
• Free DBS check.

We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know. This role may be subject to an enhanced DBS disclosure and satisfactory references. This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable.