Contact Centre Team Leader

Monday – Sunday between the hours of 9:00pm & 7:00am (on a rota basis) Competitive Salary & Benefits

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 making a difference and building your career, here, you can do both. Every shift you work directly impacts the lives of our clients and service users, offering you the chance to give back to both the local and wider community while growing professionally in a supportive, purpose-driven environment. As part of our ongoing commitment to excellence, we’re looking for a passionate and experienced Contact Centre Team Leader to join our expanding night team in Blackburn, Lancashire. In this pivotal role, you’ll lead a dedicated team within our 24-hour emergency Alarm Receiving Centre, ensuring every call is handled with care, urgency, and professionalism. You’ll be at the heart of a service that empowers people to live independently and safely, creating a culture where your team feels inspired to put customers first and exceed expectations.

What will you do:

• Performance Management: Oversee team performance to ensure all customer interactions consistently meet or exceed key performance indicators (KPIs) and quality standards.
• Team Leadership & Motivation: Inspire, motivate, and lead by example, fostering a positive and high-performing team culture while acting as a role model within the Contact Centre.
• Cross-Team Collaboration: Work closely with fellow team leaders and departments to maintain consistent performance benchmarking and share best practices for continuous improvement.
• Training & Development: Provide structured training, mentoring, and coaching to team members, supported by clear development plans and regular performance reviews.
• Supportive Work Environment: Promote a compassionate, empathetic, and responsive team culture, effectively prioritising tasks in line with business needs and customer expectations.
• Continuous Improvement: Champion a culture of innovation by regularly reviewing operational procedures and customer feedback to identify and implement service enhancements.
• Service Excellence: Ensure the delivery of a high-quality telecare service through proactive coaching, regular feedback, and ongoing staff engagement.
• Onboarding & Induction: Coordinate with ARC trainers to deliver comprehensive and engaging induction programmes for all new team members, ensuring a smooth transition into the role.
• Operational Reporting: Maintain open communication with the Contact Centre Site Lead, providing regular updates on team performance, challenges, and key operational metrics.
• Absence Management: Manage team attendance in line with company policy, including accurate record-keeping, conducting return-to-work interviews, and supporting formal absence procedures.
• Task Supervision & Escalation: Monitor the completion of assigned tasks, ensuring accountability and timely escalation of any operational issues or service disruptions.
• Customer Satisfaction & Complaint Handling: Drive customer satisfaction by meeting service level targets and managing complaints professionally, escalating when necessary to ensure swift resolution.

What we would like to see in your CV:

• Extensive Contact Centre Experience: Minimum of 3 years working in a fast-paced contact centre environment, with at least 2 years in a supervisory or team leadership role, demonstrating a proven ability to manage frontline teams effectively.
• Strong Leadership & Coaching Skills: Demonstrated success in leading, coaching, and developing team members to achieve performance targets and deliver exceptional service. Skilled in fostering a positive team culture and driving continuous improvement.
• Exceptional Communication Abilities: Excellent verbal and written communication skills, with the ability to engage, influence, and build rapport with team members, peers, and stakeholders at all levels.
• Technologically Proficient: Fully proficient in Microsoft Office Suite (including Excel for reporting and scheduling), with strong planning and coordination capabilities. Comfortable navigating and utilising contact centre technologies.
• CRM & Call Centre Systems Expertise: Hands-on experience with call centre software and customer relationship management (CRM) systems, with the ability to train others and troubleshoot issues effectively.
• Analytical & Data-Driven: Strong analytical mindset with the ability to interpret performance data, identify trends, and make informed decisions to enhance team and service outcomes.
• Resilient & Solution-Oriented: Adept at managing high-pressure situations with a calm, problem-solving approach. Capable of handling escalations and supporting staff through challenging scenarios.
• Customer-Centric Mindset: Deep commitment to delivering outstanding customer service, ensuring every interaction reflects the organisation’s values and service standards.

We Offer:

• Enhanced Annual Leave: Enjoy a generous holiday allowance that increases with your length of service, rewarding your continued commitment.
• Progressive Sick Pay: Access to company sick pay, offering greater support during times of illness.
• Family-Friendly Policies: Benefit from company-paid maternity and paternity leave, supporting you through important life milestones.
• Cash Health Care Plan: Take advantage of a comprehensive health care plan offering discounts on dental, optical, and a wide range of other health-related services.
• Life Assurance: Peace of mind with life assurance coverage valued at three times your annual salary.
• Pension Contributions: Secure your future with employer pension contributions of up to 6%.
• Free On-Site Parking: Convenient and cost-saving on-site parking available for all employees.
• Learning & Development: Access to continuous learning and professional development opportunities to support your career growth.

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.