Location:95 McDonald Road, Edinburgh EH7 4NS
Working hours: 34.9 hours per week
Remuneration: £22,167-£25,843 + £2,217 shift allowance
Closing Date: 12 Noon Thursday 21 March 2019
Job Description: Senior Telecare Operator
Our Telecare Operators provide the highest quality telecare and telephone response services for the customers and communities served by us.
We treat all calls as life critical until our dedicated team can prove otherwise and in responding to those calls liaise closely with social workers, primary care teams, carers, emergency services, sheltered housing teams and family members to deliver the excellent customer service that we pride ourselves in.
Our team of highly trained Telecare Operators provide reassurance and support to our 50,000 vulnerable customers all across Scotland on a 24 hour, 365 day basis, never forgetting that the customer is at the centre of everything that we do. In addition they provide out of hours support to a number of local authorities and are often at the forefront of dealing with local emergencies.
We are looking for natural people leaders to join our team as Senior Operators, managing a small team of about four Operators.
Ideally (but not only) candidates will come from a care or customer service background, be confident on the telephone and able to provide reassurance and an empathetic service to all our customers. They will be willing to work shifts and understand the need to work weekends and Bank Holidays.
What you’ll be doing
• Leading your team, providing training, coaching, support and monitoring of quality standards
• Provide call-handling for the full range of services that the Company provides
• Answer all calls received through the system in accordance with specified service standards.
• Respond to calls in accordance with policy and procedures, quickly evaluating the needs of callers and providing advice and assistance as appropriate in the circumstances.
This role is full-time and includes early, back and night shifts over a 3 week rota, rotating across 7 days.
Due to the volume of applications we receive, it is not possible to reply individually. Invitations for interview will normally be issued within 2 weeks of the closing date. If you have not been invited to interview by this date you have been unsuccessful in this instance.
CVs will not be considered. Please quote reference number 130 in correspondence.
Interviews: Week beginning 25 March 2019
We are an Equal Opportunities Employer