Emergency Resolution Team Manager

• Leading a team of up to 20 Operators providing excellent levels of customer service
• To ensure achievement of PCA (Percentage of Calls Answered) and all Emergency Resolution operational KPIs through effective management of Operators
• Performance manage the team to achieve agreed KPIs and Objectives
• To hold regular one-to-one’s and team meetings, focusing on performance, service delivery and colleague personal development
• Working with the Emergency Resolution Operations Manager and Emergency Resolution Deputy Operations Manager to deliver projects in line with department and company strategy
• To contribute new ideas that will enhance service delivery, efficiency, and colleague engagement
• Support the recruitment and onboarding of new team members
• Handling calls at peak times and dealing with difficult and distressed callers, their families, and other associated parties
• To attend B2B client review meetings as needed
• Manage and resolve complaints in line with company policy
• Incident management – identify for escalation and manage situation
• Ensure compliance with all TSA QSF framework requirements
• Managing and enforcing Health and Safety, Security, IT policies and procedures
• Maintaining confidentiality, security of information and premises (Data Protection Act 1984)
• Effective sick absence management
• Lead your team through periods of change

• Demonstrate ability to manage multiple tasks and consistently deliver against objectives and targets
• Proven experience of leading highly engaged teams in a high-volume customer facing operation
• Demonstrate a continuous improvement mindset
• Demonstrate experience in contributing to improvements that have had a positive impact
• Experience of interpreting and using MI to support individual and team improvements
• Experience of using CRM/Contact Centre systems (preferable)
• Experience in MS Office Packages
• Previous experience in a telecare/emergency contact centre setting (desirable)
• Demonstrate working within a collaborative team, comfortable developing relationships across functions
• An Enhanced DBS Check will be required
• A driving license will be needed

Previous experience in a telecare/emergency contact centre setting

Additional allowances payable for weekend and unsociable hours