Customer Service Team Leader / Supervisor BLUC72124
Do you have strong people management skills? Do you have the ability to motivate and inspire a team to deliver outstanding levels of service? If so, then this could be the perfect opportunity for you!
Johnnie Johnson Housing (JJH) is a not-for-profit housing association dedicated to offering quality homes for independent living. Our vision is simple, it is focused on “Living Longer, Living Better”. We want to help our residents age well, live independently and maintain their quality of life for as long as possible.
It’s an exciting time to join us as we move forward towards achieving our aim of becoming the 'Market Maker' in Independent Living. We embrace a ‘One Team’ ethos and employ people who are pioneering and who strive to be outstanding in their role. In return, we empower them to be the very best that they can be. As a result, we can continue to ensure our customers remain at the very heart of everything we do.
Astraline, our in-house call monitoring centre, offers customer-led flexible solutions for a variety of services including Telecare, Lone Worker monitoring, Out of Hours call handling and Anti-Social behaviour.
About the Role…
We’re now looking for a Team Leader to support the delivery of an excellent Telecare service to our customers through effective supervision of staff, pro-active line management of the Telecare operation and by supporting the creation of a high performing culture.
Supervising a team of approximately 10 Telecare Operators, responding to alarms generated by the Alarm Monitoring System, you will provide support and deal with escalated actions where necessary, taking appropriate action and ensuring a satisfactory resolution. Carrying out monitoring to improve the quality of calls taken, you will offer mentoring, coaching and advice to the team and have responsibility for first line complaint investigation and for conducting routine line management tasks, performance management and staff appraisals.
What we’re looking for...
We’re looking for an individual who has a strong customer focus and who has a genuine interest in helping us with our digital transformation. It doesn’t matter what industry you come from, but we do need you to be able to cope with competing demands whilst maintaining a positive attitude. Your experience of managing a team will include use of formal people management procedures, rota management and you’ll have the ability to deliver outstanding results.
This is a fantastic opportunity to work in a growing TEC (technology enabled care) environment that is going through digital transformation.
This role is working on a rota with other Team Leaders and will include some weekends and cover from 06:00 – 22:00.
This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.