Tech-Enabled Care Contact Centre Lead in Worcester

At Livity Life, we’re leading the Technology Enabled Care (TEC) revolution using innovative technology and cutting-edge digital tools. We deliver a transformational service that challenges norms and delivers the very best care experience.

We have an exciting opportunity for a Call Co-ordinator to join the team within our Worcester Technology Enabled Care (TEC) Contact Centre. This is an excellent opportunity where you'll work as part of an engaged and motivated team, for a company committed to reward and recognition for a job well done.

Livity Life works in partnership with local authorities to supply TEC solutions to support people in their day-to-day life. Our TEC services provide the assessment of service users’ care technology needs all the way through to the installation, maintenance and review of technology equipment, with 24/7 monitoring and response.

Job Role

• Answer all calls within agreed SLA times in accordance with TSA Guidelines.
• Ensure records are updated accordingly after every interaction and following agreed protocols, including ensuring all relevant files are kept in line with data protection policies.
• Deliver life enhancing support in line with the organisation's technology enabled care strategy and service model, ensuring welfare of people using the service.
• Proficient and confident user of all TEC systems to deliver TEC support.
• Monitor the TEC platform and determine and provide appropriate responses to meet people’s individual needs.
• Prioritise all alerts, working autonomously to provide proactive and reactive support, ensuring appropriate escalation pathways are followed.
• Responsible for the mobilisation of responder/emergency services where appropriate, ensuring tracking of timely response in accordance with TSA guidelines.
• Ensure accurate and appropriate clinical information is escalated to line management.
• Identify any risks to service users, colleagues and wellbeing of self by following appropriate policies and escalating any concerns, complaints or poor practice.

This job description shall not limit your role; you will also be expected to carry out any other duties that your Manager 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 Responsibilities

What You Bring

• Knowledge of TEC services or the public sector would be beneficial.
• Natural at developing relationships with others, working together as part of a team.
• Strong administrative skills – Use of the Microsoft suite and ability to learn internal systems.
• Must be able to work off their own initiative as well as part of a team.
• Must be flexible, adaptable and positive in their approach to work.
• Excellent communication skills are required to interact with internal staff, prescribers, Service Users and Senior Managers.
• Healthcare sector experience preferred but not essential.

Why Join Us?

What can we offer you?

• Up to 33 days holiday (including bank holidays).
• Company Pension Scheme.
• Life Assurance.
• A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets.

Our ambition at Livity Life is to become the provider of choice in a world where intelligent healthcare technology enables proactive, personalised, and preventative care for every individual of all ages and backgrounds to live safe, independent lives in their own homes. We are on a mission to create and nurture better social care and health outcomes for all. By empowering our people to inspire and support others, living our values to be the provider and employer of choice.

Our core company values ‘LIFE’ newly launched in 2026 will support us achieve this. 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.

Values:

• Lead by example in setting the standards which define our purpose.
• Inspire and empower, collaboration, shared purpose and inclusion.
• Fairness - we act ethically and with integrity in everything we do.
• Entrepreneurial – innovate with purpose, with a mindset resilient to change.

This role involves working in a regulated activity and may be subject to a DBS disclosure and social media screening. No terminology in the advert you have seen is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we will gladly accept applications from all sections of the community.

As well as competitive salaries, we offer a range of employee benefits: 33 days annual leave (including bank holidays).