Job Description

Job Advert


At Livity Life, part of Millbrook Healthcare Group, we're leading the Technology Enabled Care (TEC) revolution. Using the most innovative technology and cutting-edge digital tools. We deliver a transformational service that challenges norms and delivers the very best care experience.


We have an exciting opportunity for a

Customer Service Shift Lead

to join the team within our Worcester Technology Enabled Care (TEC) Contact Centre. This is an excellent opportunity where you'll work as part of an engaged and motivated team, for a company committed to reward and recognition for a job well done. Livity Life work in partnership with the local authority to supply TEC solutions to support people in their day-to-day life. This TEC service provides the assessment of service users' care technology needs all the way through to the installation, maintenance and review of technology equipment.

About the role:

Planning and Supporting Resource

- Dynamic monitoring throughout the shift, ensuring staff levels are satisfactory at all times and arranging cover for sickness/last minute absence. Plan ahead for the next 24 hours cover. Ensure the Contact Centre Team is configured in the most effective way in response to demand and activity levels. Resource deployment to be reviewed and adjusted on an hourly basis to ensure efficient call handling. Support the team by taking calls when service demand requires it.

Leading the team

- Ensuring an outstanding service is delivered every time through coaching & mentoring individual team members and by reviewing team performance on a regular basis. Provide support during the induction of new staff. Lead on one to one's, and performance management processes.

Risk Assessing & Reporting

- Identifying and reporting any risk, including those of Safeguarding to our customers, escalating any safety concerns to the Contact Centre Managers using process and within set timescales. Provide daily and weekly reports to the Contact Centre Managers for review.

Continual Service Improvement

- Work with the Customer Success Supervisor to ensure any individual and team training needs are identified and addressed. Ensure all staff are working within compliance frameworks. Support with monitoring and quality of calls, ensuring live feedback is delivered to the staff members concerned.

Communication

- Taking telephone calls on behalf of Customer Services Coordinators when the nature of the call has become more sensitive and requires intervention from a senior member of the team. Taking ownership for carrying out investigations, reporting back to Customers, Contact Centre Managers and the Customer Success Supervisor. Ensuring and reporting to peers and seniors any outstanding work and ensuring all stakeholders are kept up to date on any communications.

Customer Complaints/Compliments

- Provide cover in the absence of team support dealing with all complaints and carrying out investigations and reporting back to the prescriber in a timely manner.

Administration

- Responsible for the daily efficient running and accounting of all administrative operational systems within the clerical area of the service. All in line with Livity Life procedures. This also includes ensuring all relevant files are kept in line with data protection policies.

General

- Responsible for helping out in any area of the Contact Centre, which may mean other contracts when help is required. You will or may be assigned to a specific area or tasks associated with the call centre either on a permanent or temporary basis. Flexibility is therefore required to ensure that the call centre remains effective and efficient and to manage and cover for other staff in their absence. You are also expected to carry out any other duties that your Manager feels are within your capabilities and skill set.

What are we looking for?

Must be able to demonstrate Supervisor skills - i.e. coaching, delegating and managing performance etc through regular reviews. Analytical thinker able to understand data and how to interact with it. Excellent communication skills are required to interact with internal staff, prescribers, Service Users and Senior Managers. Must be able to work off their own initiative as well as part of a team. Strong administrative skills - Use of the Microsoft suite and ability to learn internal systems. Strong computer skills (excel) and communication skills Excellent organisational and planning skills with ability to multi-task and a good eye for detail.

What can we offer you?

Up to 33 days holiday (including bank holidays) Company Pension Scheme. Life Assurance. * A rewards scheme - 200+ exclusive perks and discounts from leading retailers and leisure outlets