Every call handled by our Emergency Resolution Centre has the potential to make a real difference to someone's safety, wellbeing and peace of mind.
We're looking for an experienced and inspiring Emergency Resolution Centre Manager to lead a team of ERC Advisors, creating a high-performing culture that delivers exceptional customer outcomes while supporting colleague wellbeing, engagement and development.
About the Role
As an ERC Manager, you will lead a team of ERC Advisors, which may include both remote and office-based colleagues, creating a high-performing culture focused on customer safety, service excellence,wellbeingand engagement. You willbe responsible forthe day-to-day leadership of your team, driving performance,attendanceand development, whilst ensuring the delivery of critical operational KPIs.
Based on the role profile's focus on people leadership, coaching and achieving operational KPIs,you'lluse coaching, communication and performance data to support attendance,engagementand development, ensuring colleagues feel connected, supported and empowered to deliver excellent customer outcomes.You'llbe responsible fordriving performance whilst ensuring the delivery of critical operational KPIs and service standards.
Working closely with colleagues across the wider business,you'llidentifyopportunities to improve operational efficiency, employeeengagementand customer experience. As the business continues to grow and evolve, you will play a key role in leading and embedding change effectively, helping teams adapt to new processes,prioritiesand ways of working whilemaintaininghigh levelsof engagement,performanceand customer focus. You will also support the continuous development of the Emergency Resolution Centre, ensuring itremainsagile,resilientand capable of meeting future business needs.
- Lead,coachand develop a team of ERC Advisors, supporting wellbeing, engagement,performanceand career development.
- Drive attendance,productivityand service quality through effective performance management and coaching.
- Manage employee relations matters and formal HR processes, including absence, performance,conductand wellbeing cases, ensuring compliance with company policy.
- Take responsibility for real-time operational management and resource planning to achieve service level targets, including 97.5% PCA.
- Act as Duty Manager on a rotational basis, providing operational leadership, managingescalationsand responding to on-the-day challenges.
- Manage escalated customer complaints and support the delivery of a safe, high-quality service.
- Use operational data and insight toidentifytrends, driveimprovementand support decision-making.
- Lead change initiatives and improvement projects that enhance customer experience and operational efficiency.
- Collaborate with Quality Assurance,ITand operational colleagues to continually improve service delivery.
- Participate in themanagementon-callrota, helping provide 24/7 operational leadership support.
What We're Looking For
- Provenpeopleleadership and team management experience.
- Experience ofachieving operational KPIs through effective coaching and performance management.
- Strong decision-making skills and the ability to remain calm under pressure.
- Excellent communication and stakeholder management skills.
- Experience ofleading change and driving continuous improvement.
- A data-driven approach to problem solving and performance improvement.
- The ability tooperateeffectively within a fast-paced, customer-focused environment.
Closing date: 28 August at 17.00pm
Interview ID Requirements
If invited to interview, you will be required to bring original identification documents to support right to work checks and pre-employment screening. This may include a valid passport, birth certificate, driving license and/or proof of address. Failure to provide the requested documentation may result in your interview being postponed or your application not progressing further in the recruitment process.
Linhay HouseLinhay Business ParkAshburtonDevonTQ13 7UPUnited Kingdom
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ERC Team Manager in Exeter employer: Taking Care
Taking Care is an excellent employer that prioritises employee well-being and professional growth, offering comprehensive training and a supportive work culture. With a focus on delivering exceptional customer service to vulnerable groups, employees enjoy a fulfilling role that makes a real difference in people's lives, alongside attractive benefits such as holiday entitlement and insurance options. Working remotely in the UK allows for flexibility and a healthy work-life balance, making it an ideal environment for those seeking meaningful employment.
