Contact Centre Operator Proactive and Preventative
Rawtenstall
Hours: 20 hours per week
Salary: £11.50 per hour, £11,960 per annum
This is an incredible opportunity to work for a forward-thinking care provider, who’ll support you to be the best you can be in your chosen field!
Join us as our new Contact Centre Operator Proactive and Preventative at Medequip Connect and let us empower you to truly make a difference.
Our continued employee development programmes, internal training and exceptional leadership will give you the ability to continuously develop yourself professionally whilst providing person-centred care.
You’ll be supported by an excellent team of professional and ever developing co-workers who all identify and align with Medequip’s values and ways.
Who are Medequip Connect?
Medequip Connect provide services to over 10,000 people nationwide with the objective of providing reassurance and support to older, disabled or vulnerable people allowing them to remain safely in their own home.
We help people to maintain people’s independence by providing Technology Enabled Care (TEC) and a range of associated equipment that gives them the confidence of knowing that assistance is available at any time, 24 hours a day. Our care technology services provide peace of mind to you, your family, and your friends.
About the role
As the Contact Centre Operator Proactive and Preventativefor Medequip Connect, you will respond to alerts received from our digital platform, interpreting the data and making proactive calls in accordance with procedures
Your day-to-day responsibilities will include, but not be limited to:
- To routinely monitor the Proactive digital platform and through generated alerts analyse data, record findings and actions taken
- To provide information and advice, using strengths-based approach, to clients, carers and/or adult social care staff, allowing timely interventions to be put in place before an individual reaches’ crisis point.
- To carry out proactive and wellbeing calls to ensure the welfare and wellbeing of customers is monitored regularly and identifying additional needs at the earliest opportunity to prevent crisis.
- To support normal calls handling duties, including emergency and other monitoring devices, out-of- hours and Lone Worker calls, and to deal with them all promptly and in accordance with the operating procedures.
- To be a real team player and work to support and motivate colleagues. This will ensure the team remains high performing. To maintain a flexible attitude towards working with the team.
- To practice and develop standards/behaviours which ensures customer service remains a priority and of the highest standard.
- To maintain quality and service standards so the business can acquire and retain customers and increase customer satisfaction.
- To have detailed knowledge of TEC Services Association (TSA) Quality Standards and applicable British Standards to ensure compliance with monitoring requirements of a wide range of devices and applications in various settings; these include monitoring of health-focused technologies and applications, (Activities of Daily Living) ADL solutions, and mobile/GPS devices.
- To be fully compliant with the TSA Quality Standards Framework Standards and Service modules, including compliance with KPI targets, performance objectives, call audits.
- To maintain good attendance and meet service standards.
- To develop expertise and knowledge in the Health & Social Care landscape and how Medequip Connect solutions and the Contact Centre contribute to managing service user risks and supporting people to live independently.
- To ensure that concerns, safeguarding, and complaints are escalated appropriately following the correct procedure.
- To create and maintain a professional working relationship with all colleagues and managers and contribute to decision making for the effectiveness of the Centre.
- To liaise with all levels of stakeholders of the Company and positively promote the services it offers.
- To comply with all Company policy, guiding frameworks and legal requirements.
To be accountable and responsible for one’s own personal performance and to strive to develop and maintain knowledge and expertise within this specialist function. To undertake training and attend development programmes to achieve this
About you
Above all, you will identify and align with our company values:
- We keep our promises.
- We empower people to be accountable for their actions and performance.
- We help people with empathy, courtesy, dignity and kindness.
- We show respect and are trusted by our colleagues, suppliers and customers.
- We believe in teamwork and are passionate about our work.
- We encourage innovation and the development of technology.
- We embrace change and seek to achieve excellence.
- We deliver cost effective, efficient and safe healthcare solutions.
Qualifications and experience required.
- GCSE standard including Maths, English minimum C grade or equivalent
- Ideally some experience in a Public, healthcare TEC or service based industry
- Customer Service experience / Call centre experience is a must
What we offer
- 29 days holiday moving to a max of 33 days (inclusive of Bank Holidays)
- Continued professional development, training and learning support and opportunities for career progression.
- Pension scheme
- Healthcare scheme
- Life assurance
- Cycle to work scheme
- Free eye test, provided by Specsavers
- 15% Manage At Home discount
- Care First employee assistance program including free counselling.
- Access to Perkbox discount platform
- Free uniform
- Free DBS check
We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.
We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip’s Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.
This role may be subject to an enhanced DBS disclosure and satisfactory references.
This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable.
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