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- Tasks: Lead a team to ensure high-quality emergency response and support operators in real-time.
- Company: Join Taking Care, a trusted provider of essential support services.
- Benefits: Competitive salary, career development, and the chance to make a real difference.
- Why this job: Be a hero by saving lives and leading a passionate team.
- Qualifications: Strong communication skills and a knack for team leadership.
- Other info: Dynamic role with opportunities for growth in a supportive environment.
The predicted salary is between 28930 - 28930 £ per year.
Start date: 2nd March 2026
Salary: £28,930.13 p.a.
Hours: 35 hours per week, including 2 weekends in every 4, with shift patterns covering the hours of 7am–10pm (further detail will be discussed in your interview)
Location: Devon or Chichested based
Taking Care provides around the clock support to over 100,000 people. Through our personal alarm service, we give people the confidence to live well and remain in the home they love. Our ambition is to be the single source of products, services, information, and advice our customers can trust to take care of the essentials of life.
We are looking to recruit an Emergency Resolution Shift Lead to help support our ERC Operators to save customers' lives. This role’s primary responsibility is to be a main point of contact for our ER Team, acting as a subject matter expert for our Resolution Operators and external partners (schemes, engineers etc), as well as ensuring achievement of PCA through effective management of call handlers.
You will be resilient and highly organised, with excellent communication skills and a desire to seek ways to drive improvements. We are looking for someone who is personable and a natural team‑player, who wants to develop their career with a company that saves customers' lives.
The Shift Lead is responsible for the real‑time management of operator activities, ensuring the delivery of high‑quality service and achieving a 97.5% PCA (Percentage Calls Answered) target. This role plays a key part in motivating and engaging operators throughout the shift, providing clear communication, and offering ongoing support to ensure a positive and productive work environment.
As the first point of contact for operators requiring assistance with calls, processes, or procedures, the Shift Lead provides expert guidance and ensures issues are resolved promptly. Additionally, the Shift Lead manages resource allocation, supports incident response, and escalates concerns to ERC Managers where necessary, ensuring smooth operations and effective team collaboration.
- Real‑time management of operator activities and drive productivity throughout shift to achieve 97.5% PCA by focusing on real‑time management
- Act as subject matter expert to support Customer Resolution Operators with any questions on processes/procedures.
- Manage 24/7 cover of duty phone including:
- Action Engineer calls for schemes
- Answer questions/requests from Independent Living Officers, Wardens etc
Closing date: 18th February 2026
ERC Shift Lead in Exeter employer: PPP Taking Care
Contact Detail:
PPP Taking Care Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ERC Shift Lead in Exeter
✨Tip Number 1
Get to know the company! Research Taking Care and understand their mission. This will help you tailor your responses during interviews and show that you're genuinely interested in saving lives.
✨Tip Number 2
Practice your communication skills. As a Shift Lead, you'll need to motivate and support your team. Role-play common scenarios with friends or family to build confidence in your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge and potentially a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team at Taking Care.
We think you need these skills to ace ERC Shift Lead in Exeter
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the ERC Shift Lead role. Highlight your relevant experience and skills that match the job description, especially your ability to manage teams and handle real-time operations.
Showcase Your Communication Skills: Since this role requires excellent communication, don’t shy away from demonstrating your interpersonal skills in your application. Use clear and concise language, and maybe share an example of how you've effectively communicated in a previous role.
Highlight Your Resilience: Being resilient is key for this position. Share instances where you’ve successfully navigated challenges or managed stressful situations. This will show us that you can thrive in a fast-paced environment like ours.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at PPP Taking Care
✨Know the Role Inside Out
Make sure you thoroughly understand the responsibilities of the ERC Shift Lead. Familiarise yourself with the key tasks like real-time management of operator activities and achieving the 97.5% PCA target. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Shift Lead, you'll need to communicate effectively with your team and external partners. Prepare examples from your past experiences where you've successfully resolved issues or motivated a team. This will demonstrate your ability to lead and support others in high-pressure situations.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific situations, such as managing resource allocation during peak times or dealing with a technical issue. Think through potential scenarios beforehand and outline your thought process on how you'd approach these challenges.
✨Emphasise Your Team Player Attitude
The role requires someone who is personable and a natural team player. Be prepared to discuss how you've collaborated with others in previous roles and how you can contribute to a positive work environment. Highlight your desire to develop your career while helping the team succeed.
