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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 25800 - 30000 £ 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.
- Monitor ERC Shift Lead email inbox and complete necessary administrative tasks.
- Complete handover forms and ensure effective handover, including a check of BT Architect.
Closing date: 18th February 2026.
ERC Shift Lead employer: Taking Care
Contact Detail:
Taking Care Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ERC Shift Lead
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Taking Care and their mission. Understanding their values and how they support customers will help you connect during the conversation.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on showcasing your communication skills and how you can motivate a team, just like the role requires.
✨Tip Number 3
Be ready to share examples! Think of specific situations where you've demonstrated resilience, organisation, and teamwork. These stories will help illustrate your fit for the Shift Lead position.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining us at Taking Care and making a difference in people's lives.
We think you need these skills to ace ERC Shift Lead
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 experience in real-time management and team support, as these are key aspects of the job. We want to see how your skills align with our mission to save lives!
Showcase Your Communication Skills: Since this role involves a lot of communication with operators and external partners, it’s essential to demonstrate your excellent communication skills in your application. Use clear and concise language to show us you can convey information effectively.
Highlight Your Resilience and Organisation: We’re looking for someone who is resilient and highly organised. Share examples from your past experiences where you’ve successfully managed stressful situations or maintained organisation under pressure. This will help us see how you can thrive in our fast-paced environment.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at Taking Care!
How to prepare for a job interview at Taking Care
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of the Emergency Resolution 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 demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Shift Lead, excellent communication is crucial. Prepare examples from your past experiences where you've effectively communicated with team members or resolved conflicts. This will highlight your ability to support and motivate operators, which is essential for this position.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've handled challenging situations in previous roles. Think about times when you had to manage resources under pressure or resolve issues quickly. This will showcase your resilience and organisational skills, both of which are vital for the role.
✨Align with Company Values
Research Taking Care's values and mission. During the interview, express how your personal values align with theirs, especially regarding customer care and teamwork. This will show that you're not just looking for a job, but that you want to contribute positively to their mission of saving lives.
