At a Glance
- Tasks: Lead and train staff to ensure top-notch care for service users.
- Company: Dynamic health and social care provider in Worcester.
- Benefits: Competitive salary, 33 days annual leave, and employee perks.
- Other info: Join a supportive team focused on personal growth and innovation.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in health or social care and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
To ensure all staff are fully trained on all aspects of the role and through quality monitoring and feedback so that all users of the Technology Enabled Care service are safe and feel supported in all aspects of daily living, so that physical, emotional and social needs are met in accordance with their support plans, enabling people to reach their goals and aspirations as independently as possible. Ensure the successful welfare of Livity Life Service Users by reducing the risk.
Main Duties and Responsibilities
- Distribute and review Monthly quality monitoring to ARC Shift leaders.
- Ensure quality monitoring is being completed to a high and consistent standard across all shift leaders.
- Identify, record and report monthly to senior ARC management on concerning trends, patterns and observations identified in quality monitoring or feedback forms.
- Work with shift leaders to develop bespoke improvement plans to support call handling staff.
- Ensure clean and reliable data is maintained on Alarm Receiving Centre database and any related software.
- Ensure over the course of the month time is spent with all shift patterns encompassing the Morning, evening and night teams.
- Quality monitoring and feedback of new starters (daily).
- New starter Induction.
- Deliver new starter training.
- Developing and maintaining training material including group activities, presentations, and assessments with support of shift leaders and seniors.
- Deliver refresher & bitesize training to ensure all staff are up to date with the latest processes.
- New Process Training.
- Continuous monitoring of SOPS to ensure accuracy.
- Identify any performance issues following training/refresher training report to ARC Managers.
- Coordinate with ARC Management to deliver development activities.
- Documenting and maintaining a record of training log to ensure full coverage of all staff.
- Escalating concerns or identified risks to Service Centre’s or local authority.
- Reporting to local authority on service user concerns or if identified risks have increased to ensure a consistent service is provided.
- Identifying and reporting safeguarding risks promptly to ensure safety of services users where immediate risk is identified.
- Working cross functionally with other department leaders to ensure that the objectives of the business are being met, and outcomes are being delivered using effective communication to ensure clear expectations are achieved.
- Ensure compliance with TSA Accreditation, ISO and all other appropriate quality standards.
- To be a proficient and confident user of all Microsoft Office platforms and internal software.
- To deliver the Technology Enabled Care support programme and contribute experience and feedback into the continual development and improvement of the service.
- Deliver remote, life-enhancing support in line with the organisation’s Technology Enabled Care strategy and service model.
- To provide the best care and support possible, in accordance with each individual’s support needs, ensuring physical and mental wellbeing of each are given equal consideration.
- Using initiative to build the role within the innovative culture.
- This is a developing role and requires recommendations and reflection in order to mature the offering of a Welfare Coordinator.
This job description shall not limit your role; you will also be expected to carry out any other duties that your supervisor feels are within your capabilities and skill set. The above information may not cover everything involved in the position but indicates the size and scope of the role and may be subject to change as the role develops.
Key Performance Indicators
- Excellent written and verbal communication skills.
- Exceptional time management skills.
- Awareness of different learning styles.
- Ability to be resilient and adaptive to new situations.
Experience
- Experience of getting to know people individually and ensuring their needs are met in a way that is caring, kind and respectful - Essential/Desirable.
- Proven track record of working in a health or social care setting - Essential/Desirable.
- Previous experience of working across multiple sites - Essential/Desirable.
- Previous experience of working with various client groups - Essential/Desirable.
- Lead by example by demonstrating our company values - Essential/Desirable.
Skills and Knowledge
- Understanding of person‑centred support - Essential/Desirable.
- Passionate about enabling people to live the life they want to lead - Essential/Desirable.
- Be accountable for decisions and learn from mistakes - Essential/Desirable.
- High level of self‑awareness and enjoy developing new skills and abilities.
- Natural at developing relationships with others, working together as part of a team, and encouraging others to contribute - Essential/Desirable.
Qualifications
- Preferred Customer Service qualification or equivalent - Essential/Desirable.
Others
- The Right to Work in the UK - Essential.
- Complete a DBS of either a Standard or Enhanced Level - Essential.
- An enthusiastic and motivated individual who strives to succeed - Essential/Desirable.
- Must be flexible, adaptable and positive in their approach to work - Essential/Desirable.
- Aptitude for technology and use of digital devices - Essential/Desirable.
As well as competitive salaries, we offer a range of employee benefits: available for select roles only 33 days annual leave (inc bank holidays).
Customer Success Supervisor Full-time - Permanent position in Worcester, WestMidlands WR1 employer: Livity Life Ltd
At Livity Life, we pride ourselves on being an exceptional employer, offering a supportive and innovative work culture that prioritises the well-being of both our staff and service users. Located in Worcester, our team enjoys competitive salaries, extensive training opportunities, and a commitment to personal and professional growth, all while making a meaningful impact in the lives of those we serve. With 33 days of annual leave and a focus on continuous improvement, we empower our employees to thrive in their roles and contribute to our mission of enabling individuals to live independently and achieve their aspirations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Supervisor Full-time - Permanent position in Worcester, WestMidlands WR1
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Livity Life Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Livity Life Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Supervisor Full-time - Permanent position in Worcester, WestMidlands WR1
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Livity Life Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Livity Life Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Livity Life Ltd!
How to prepare for a job interview at Livity Life Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
