At a Glance
- Tasks: Lead a dynamic team in a fast-paced contact centre, ensuring top-notch service and support.
- Company: Join Medequip Connect, a forward-thinking care provider making a real difference in people's lives.
- Benefits: Competitive salary, ongoing training, and a supportive work environment focused on personal growth.
- Other info: Embrace a culture of teamwork, innovation, and excellence in healthcare solutions.
- Why this job: Empower others while developing your leadership skills in a meaningful role.
- Qualifications: Experience in customer service or call centre management is essential.
The predicted salary is between 29568 - 29568 £ per year.
Hours: 38.5 hours per week
Salary: £29,568 per annum
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 Team Leader 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.
Who are Medequip Connect? Medequip Connect provide services to over 50,000 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 people’s 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. Our care technology services provide peace of mind to you, your family, and your friends.
About the role
As the Contact Centre Team Leader for Medequip Connect, you will lead a team of Operators working for Medequip Connect’s Contact Centre including Technology Enabled Care, call handling and Out-of-Hours call handling, and all other ancillary call handling services. Your day-to-day responsibilities will include, but not be limited to:
- To improve the performance, productivity and efficiency of the Contact Centre services
- To gain and maintain an extensive knowledge of all Emergency Response Centre (ERC) processes
- To have detailed knowledge of the Health & Social Care landscape and TEC Services Association (TSA) Quality Standards and applicable British Standards
- To be a key team player, a role model and provide consistent, motivational and robust direction to the team
- To maintain quality and service standards
- To ensure full compliance with the TSA Quality Standards Framework Standards and Service module
- To support the Contact Centre Operations Manager with people-related processes to ensure an effective approach to workforce management is achieved
- To manage the rota effectively
- To support the management of Information Governance and Data Protection risks within the Contact Centre
- To be a key point of escalation for complaints, safeguarding's and concerns for Contact Centre services
- To attend regular monthly Area Management meetings and assist the Operations Supervisor to produce and present relevant KPIs and documentation
- To raise any concerns regarding the appropriate running of the service
- To liaise with all levels of stakeholders
- To be accountable and responsible for one’s own personal performance and to strive to develop and maintain knowledge and expertise within this specialist function
- To participate in the ERC On-Call rota required (1 week in 4)
- Assistance to be given on-site to cover shifts or at home to give back-up to ERC Operators
- Demonstrating the ability to be always operationally ready and flexible
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.
Qualifications and experience required:
- Experience within customer services or call centre management is essential
- Full UK Driving License is essential
- Excellent customer service and verbal skills are essential
- Must be proficient with the full Microsoft Office Suite
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. We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. 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.
Contact Centre Team Leader in Rawtenstall employer: Medequip co
Medequip Connect is an exceptional employer that prioritises employee development and a supportive work culture, making it an ideal place for those looking to grow in the care sector. As a Contact Centre Team Leader, you will be part of a dedicated team that empowers individuals to maintain their independence through innovative care technology, all while enjoying comprehensive training programmes and a commitment to person-centred care. Located in a dynamic environment, we foster teamwork, respect, and innovation, ensuring that every employee can make a meaningful impact in the lives of over 50,000 people nationwide.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader in Rawtenstall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Medequip co. 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 Medequip co 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 Contact Centre Team Leader in Rawtenstall
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 Medequip co:Your cover letter is your chance to shine! Tell us why you want to work at Medequip co 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 Medequip co!
How to prepare for a job interview at Medequip co
✨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.
