Contact Centre Team Leader (Emergency Response, Days)

Location: Rawtenstall

This is an exciting opportunity to work for a forward-thinking care provider who’ll support you to be the best you can be in your chosen field!

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. We are all aligned in providing the most person-centred approach to care.

Who Are We?

Medequip Connect is part of Medequip Assistive Technology Ltd and we are a county-wide provider of Emergency Mobile Response, Pendant Alarm Monitoring Services, and Assistive Telecare Services for the elderly and vulnerable adults in the UK. Our service enables people to remain independent for longer, with their families in their own homes. We are currently recruiting in Rawtenstall for a Team Leader to supervise the Emergency Response Centre (ERC) to ensure operational readiness and to provide a professional support service.

Medequip, as a values-driven organisation, places an emphasis not only on results but also on how those results are achieved. There is a particular focus on safety, empathy, respect, teamwork, and excellence in all we do.

The Role

• Lead staff and cover shifts as and when operationally required, using your core hours as a basis for working and subsequently covering staff absences and holidays in emergencies to ensure continuity of cover in the Emergency Response Centre (ERC).
• Take emergency calls from elderly and vulnerable clients and mobilise resources to operational incidents as part of a team in accordance with Company policy.
• Support the ERC Manager with administrative duties such as referrals, work allocation, housekeeping, training of staff, upload of rotas, etc.
• Participate in the ERC on-call rota and be available for last resort ERC cover.
• Assist with compliance with TSA Monitoring Module, including compliance with KPI targets, ERC Operator performance objectives, call audits, case studies, and call-handling training plans.
• Conduct formal 1-1’s, coaching and feedback sessions, communications, Toolbox talks, and team meetings.
• Be responsible for driving an efficient, consistent, and high-quality service to our clients at every interaction.
• Liaise with key agencies such as emergency services, doctors, district nurses, wardens, and housing associations.
• Develop & maintain knowledge and expertise in this specialist function and demonstrate commitment to one’s own professional development and participate in appraisal reviews.

The Person

• Genuine empathy for the welfare of elderly and vulnerable adults.
• Ability to work well independently and as part of a team, with good communication skills.
• Flexibility with working days/hours to suit the needs of the business.
• Willingness to cover last-minute absences by colleagues to maintain a safe service for our clients.
• Previous experience as a Team Leader.

The Benefits

• Company pension.
• Full on-the-job training and induction.
• Care First employee assistance programme including free counselling.
• Friendly office environment.

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 will 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.

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