Contact Centre Operator

Full job description
Contact Centr Operator
Rawtenstall
Hours: 38.5 per week
Salary: Various

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 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 50,000 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 for Medequip Connect, you will deal with incoming alarms and telephone calls for Medequip Connect’s Contact Centre including Technology Enabled Care

Your day-to-day responsibilities will include, but not be limited to:

To work in Medequip Connect’s Contact Centre and provide a professional support service,
To be the first point of resolution for client and customer escalations, always ensuring a high level of customer service and care.
To be a real team player and work to support and motivate colleagues.
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 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.
Education

GCSE or equivalent in English and Maths (required)
Experience

Customer service: 1 year (required)
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.
What we offer

29 days holiday moving to a max of 33 days, pro rata (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.
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.

Job Types: Full-time, Permanent

Work Location: In person

Reference ID: 268836INDX