Vacancy Details

Customer Call Team Leader
Job Reference: REF00336
Application deadline: 19/01/2022

Job Description

Careers at Housing Plus Group

Customer Call Team Leader
37.5 hours per week

Interviews will take place throughout the advert

Care Plus is an award-winning, leading provider of care and support in South Staffordshire and Shropshire. We offer a range of services to help our customers to live their best lives, safely and independently.

We offer rewarding roles that come with excellent training and opportunities for personal development and we currently have an exciting opportunity for a Customer Call Team Leader to join the members of our Care Plus Telecare (Response) team.

The Customer Call Team Leader will lead the operational delivery of the Customer Call Service. The post holder will deliver the operational day to day management of a 24/7 rota, and monitor and coach performance to exceptional standards to support our customers to live independently for longer.

They will strive to continue a culture of excellent customer service, embrace business transformation, and safeguard vulnerable customers.

This role will be based in Stafford at our Parker Court Office

Working hours: 7am to 3pm and 2pm to 10pm on an alternating weekly shift pattern (Monday to Friday)

As part of our Telecare team, we want you to have:

  • 2 years’ experience in leading a team

  • Experience of implementing procedures, policies including performance management.

  • Experience of coaching and motivating a team, in the delivery of customer service.

  • Experience of using performance data and benchmarking to improve performance

  • Experience of dealing with difficult situations which require some diplomacy and excellent customer services skills to resolve

A Basic DBS check is required for this role

As a leading local employer, we offer a competitive salary of £27,667.36, plus…

  • 25 days holiday each year, plus bank holidays (pro-rata for part time staff)

  • The option to join our contributory pension scheme

  • Career progression within a sector-leading business

  • A comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available.

  • Access to a dedicated Employee Healthcare Portal, offering a range of mental health, physical care and financial wellbeing support services.

  • Eye care vouchers

  • A cycle to work scheme

  • Free annual flu vaccinations

  • Long service and retirement awards

  • Please ensure you have included a covering letter with your application

    Please note, we may close this vacancy early subject to a successful offer being made

    We are committed to growing our Care Plus service in Staffordshire and Shropshire, delivering care and support that will enable older people to continue living independently, in their own homes.

    We are always happy to talk about flexible working opportunities. Our CLARITY values are a fundamental part of our culture; underpinning everything that we do and all that we are. We’re looking for dedicated people to join our HPG family, who will take the values beyond words and live them every day to ensure our customers receive outstanding services and support.

    Find out why now is a great time to join us as one of the areas leading employers.

    Making a positive difference
    Homes, lives and communities

    Housing Plus Group family

    Vacancy Documents

    Document Title File
    HPG Advice for virtual interviews.pdf HPG Advice for virtual interviews.pdf
    Customer Call Team Leader JP 08.12.21.docx Customer Call Team Leader JP 08.12.21.docx