Telecare Services Supervisor
Social Alarm Telecare Supervisor
£19,187 - £24,440 per annum pro rata
Monday – Sunday 21.5 hour week
Part Time
Poynton, South Manchester
Our client has approached Hays exclusively to recruit for an exciting position to join their Astraline Service working with the Social Alarm Team on a part time permanent basis. You will be required to work flexible shift patterns, which will include weekends and evenings.
With a portfolio of over 5500 properties, “Johnnie” Johnson Housing delivers quality homes providing high levels of satisfaction for its tenants.
This part time permanent role requires the successful candidate to have demonstrable experience of Social Alarm (Telecare) operations and strong people management skills. You will be responsible for managing shifts and ensuring the busy alarm-receiving centre delivers a high standard of customer care in line with regulatory requirements. You must be able to work a variety of shifts including evenings and weekends, and be willing to change shifts to cover holidays, sickness and operational requirements.
You main duties will include supervising the Telecare Operators effectively, providing support and dealing with escalated actions where necessary. You will oversee the operational response to alarms generated by the Alarm Monitoring System ensuring a satisfactory resolution, also monitoring calls for improvement.
The ideal candidate will have line management experience in a call centre with experience of working in a Social Alarm, Telecare environment. You will also have experience in shift planning and workload allocation.
You will have knowledge of understanding the needs of Vulnerable Adults and the Elderly alongside knowledge and use of reputable Social Alarm systems
Key elements of the role:
1. Responsibility for managing the Social Alarm operation as ‘duty shift supervisor’
2. People management including training, coaching, appraisals and other line management duties
3. Complaints investigations and client liaison including participation in contract review meetings
4. Contributing to reviews of procedures to drive continuous improvement
5. Covering the on-call supervisor role on a rota basis
This position is available for an immediate start for the right candidate. If you meet the criteria above and want to work for a forward thinking Housing Association where your input and ideas are heard and put to practice, please apply.
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