Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Handle incoming calls and alarms, providing essential support to clients.
- Company: Join a dynamic team in a leading contact centre environment.
- Benefits: Flexible shifts, training opportunities, and a supportive work culture.
- Why this job: Make a real difference by helping people in need every day.
- Qualifications: GCSEs in Maths and English, customer service experience preferred.
- Other info: Great career growth potential and a chance to develop valuable skills.
The predicted salary is between 24000 - 36000 £ per year.
Location: Rawtenstall and agile
Reports to: Contact Centre Team Leader
Shift Pattern: 4 on 4 off, 12:30-00:00, 19:30-07:00, 12:30-20:30, 12:30-00:00, 14:00-21:30, 17:00-00:00, 17:00-23:00
Summary and Main Purpose: To deal with incoming alarms and telephone calls for the company's Contact Centre including Technology Enabled Care (TEC) call handling and Out-of-Hours (OOH) call handling, and all other ancillary call handling services. Be the first point of contact for the company's clients. This will involve gathering information, triaging the call and passing the client over to the Emergency Services where appropriate following TSA Guidelines.
Key Duties:
- To work in the Contact Centre to provide a professional support service, including both TEC call handling and OOH services which are in alignment with TSA standards and KPI's.
- To be the first point of resolution for client and customer escalations, always ensuring a high level of customer service and care.
- To be a real team player and work to support and motivate colleagues. This will ensure the team remains high performing. To maintain a flexible attitude towards working with the team.
- To practice and develop standards/behaviours which ensures customer service remains a priority and of the highest standard.
- To maintain quality and service standards so the business can acquire and retain customers and increase customer satisfaction.
- To have detailed knowledge of TEC Services Association (TSA) Quality Standards and applicable British Standards to ensure compliance with monitoring requirements of a wide range of devices and applications in various settings; these include monitoring of health-focused technologies and applications, (Activities of Daily Living) ADL solutions, and mobile/GPS devices.
- To be fully compliant with the TSA Quality Standards Framework Standards and Service modules, including compliance with KPI targets, performance objectives, call audits.
- To maintain good attendance and meet service standards.
- To develop expertise and knowledge in the Health & Social Care landscape and how the Contact Centre contribute to managing service user risks and supporting people to live independently.
- To ensure that concerns, safeguarding, and complaints are escalated appropriately following the correct procedure.
- To create and maintain a professional working relationship with all colleagues and managers and contribute to decision making for the effectiveness of the Centre.
- To liaise with all levels of stakeholders of the Company and positively promote the services it offers.
- To comply with all Company policy, guiding frameworks and legal requirements.
- 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 undertake training and attend development programmes in order to achieve this.
Key Working Relationships:
External: Members of the public; service users, patients, families/carers/next of kins of service users & other Agencies/Partners.
Internal: Colleagues, Management, Directors, and any other employees or workers across the Company.
This is not an exhaustive list of duties, and the post holder may be required to undertake other reasonable duties, to meet the needs of the business.
Terms and Conditions:
DBS: You will be required to complete a DBS check; this will be refreshed every 2 years. In order to protect vulnerable or elderly customers, it is usually necessary for the job applicant to apply for an Enhanced Disclosure from the Disclosure and Barring Service. The disclosure will determine whether or not an individual is permitted to undertake this role. This role does qualify for an Enhanced DBS check.
Personal Development/Training: To attend an annual appraisal (Personal Development Review) with your Line Manager and to agree and take ownership of your training and development needs. Attend company training courses and operational meetings as requested.
Equal Opportunities: We are an Equal Opportunities Employer. Our company wholeheartedly supports the principle of equal opportunities in employment and our service provision. We aim to encourage, value and manage diversity and we recognise that talent and potential are distributed across the population. Not only are there moral and social reasons for promoting equality of opportunity, it is in the best interest of this organisation to recruit and develop the best people for our jobs from as wide and diverse a pool of talent as possible and that our service provision reflects this.
Information and Governance: Ensure you adhere to the EU General Data Protection Regulation 2018 and compliance to company policy for the information security and protection of personal and sensitive data.
Key Requirements/Person Specification
Essential:
- GCSE standard Education including Maths and English, minimum C grade / or equivalent.
- Customer Services experience / call centre management.
- Smart, clean appearance and polite manner.
- Full driving licence.
- Able to show empathy, patience and remain calm, adopt a positive attitude to difficult situations and working under pressure.
- Ability to type talk.
- Ability to communicate effectively with customers regardless of cultural, language background, age, health or personal circumstances (bereavement) with patience and dignity.
- Excellent verbal and customer service skills.
- IT literate and comfortable using IT.
- Being organised and able to follow agreed processes.
- Ability to manage own workload and work unsupervised.
- Flexibility.
Desirable:
- Minimum of 1 year in a Public, Healthcare, TEC, or service-based industry role.
Contact Centre Operator in Rossendale employer: The Best Connection
Contact Detail:
The Best Connection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operator in Rossendale
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Contact Centre Operator, you'll need to be clear and empathetic. Role-play with a friend or family member to get comfortable handling different types of calls.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and really want to join our team.
We think you need these skills to ace Contact Centre Operator in Rossendale
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Contact Centre Operator role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you fit into our team!
Showcase Your Communication Skills: Since this role involves a lot of interaction with clients, it's crucial to demonstrate your communication skills in your application. Use clear and concise language, and don’t forget to mention any experience you have in handling calls or dealing with customers.
Emphasise Teamwork: Being a team player is key for us at StudySmarter. In your application, share examples of how you've worked collaboratively in previous roles. This will show us that you can contribute positively to our high-performing team.
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 makes the process smoother for everyone involved!
How to prepare for a job interview at The Best Connection
✨Know Your Stuff
Make sure you understand the key duties of a Contact Centre Operator. Familiarise yourself with TSA Quality Standards and how they apply to call handling. This will show that you're serious about the role and ready to hit the ground running.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service. Think about times when you resolved issues or handled difficult situations with empathy and patience. This is crucial for the role, so be ready to share!
✨Be a Team Player
Highlight your ability to work well in a team. Share instances where you've supported colleagues or contributed to a positive team environment. The company values collaboration, so demonstrating this quality can set you apart.
✨Ask Smart Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team's dynamics, training opportunities, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
