We are currently looking for Contact Centre Coordinators to join the team at our Technology Enabled Care (TEC) Contact Centre based in Martley, Worcester.
You will provide the first point of contact for clients accessing our service, handling calls from service users, family members and healthcare professionals. You may take calls from our service users who are in difficult situations and therefore at a distance from their devices and hard to understand. You will ensure that service users queries are handled in accordance with their support plan. This role will cover weekday evenings and every other weekend.
As we are a 24/7 operation, we have a range of shifts available:
- 40.1 hours a week on a rotating shift pattern starting no earlier than 07.00 and finishing no later than 22.00 (1 permanent role and 1 fixed term contract until 23rd July 2025)
- 37.2 hours a week 21:00 - 07:30 on a 4 on 4 off rota (1 permanent role)
- 20 hours a week Saturday and Sunday 10:00 - 18:30 (1 permanent role
- 20 hours a week Monday to Friday 07:00 - 11:00 (1 fixed term contract until 11th September 2025)
Millbrook Healthcare Group is a rapidly expanding business with a mission to provide the highest quality service and an excellent environment for staff to work in. Every day our colleagues make a real difference to people's lives, through the delivery of high quality assessments and equipment, supporting the needs of our service users, their families and carers.
Millbrook Healthcare Group are an inclusive and caring employer who understand that not everyone's job needs are the same. Therefore we are open to supporting flexible working requests such as part time working, job shares and flexible hours wherever possible, to support our colleagues life style differences. So please feel free to let us know of any specific requirements you may have and these can then be discussed in more detail if you are successful in your application.
What will this role involve?
- Answering inbound calls within a timely manner and updating care records accordingly to ensure the welfare of service users
- Responsible for the efficient mobilisation of responder/emergency services where appropriate
- Carry out well-being and other scheduled outbound service user calls as required
- Delivering remote care, support and coordination in line with co-produced plans, providing reassurance to service user
- Establishing relationships and building rapport with service users to understand their needs and ensure that they feel informed and engaged
- Responsible for the prioritisation of all alerts and notifications, working autonomously to provide proactive and reactive support, ensuring the appropriate escalation pathways are followed
- Distribution of appropriate clinical information to relevant staff and other healthcare professionals to ensure the timely delivery of equipment and services
- Raising and reporting equipment repairs and requirements through contact with the relevant Service Centre
What are we looking for?
- Previous experience in a telephone based role within a customer service/contact centre environment
- Strong communication skills including an excellent telephone manner
- Proven ability to quickly understand and adapt to service user/customer needs and communicate in a caring and respectful way
- Demonstrable experience in building relationships with customers, stakeholders and third parties
- Strong organisational skills with an administrative background in detailed process and record keeping
- Computer literate with a good working knowledge of Microsoft Office
- Previous experience of using in-house systems
What can we offer you?
- £23983.14 (pro rata for part time), Night shift - £22,248.70 plus night shift allowance of £2,554.36
- Up to 33 days holiday
- Company Pension Scheme
- Company Sick Pay
- Life Assurance
- A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets
Our ambition at Millbrook Healthcare is to become the leading provider in the assisted living sector whilst ensuring our core company values ‘CARES' remain unchanged. We are always looking to recruit hard working and talented individuals to become a part of our ongoing growth and success. You'll enjoy all the support and encouragement you need to reach your own potential and develop a rewarding career along the way.
Care and respect for our colleagues and service users
Accountable and proud
Ready to learn and grow
Enhance our service users' lives
Socially responsible, ethical and transparent
This role is working in a regulated activity and may be subject to a DBS disclosure.
No terminology in the advert you have seen is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we will gladly accept applications from all sections of the community.