Contact Centre Team Leader

4 months ago


Exeter, United Kingdom Taking Care Full time

**Contact Centre Team Leader
- Emergency Resolution**
- **This role is known internally as Team Manager**

**Salary: £31819**

**£31819 basic salary with additional allowances payable for weekend and unsociable hours**

As part of the AXA Group, Taking Care provides around the clock support to over 100,000 people to live safely and independently. Through our personal alarm service, we give people the confidence to live well and remain in the home they love.

We are looking to recruit a dynamic, self-motivated **Contact Centre Team Manager **to help lead our Emergency Resolution Operators to support our customers when they activate their alarm. For some, they are in life-threatening situations.

**The Contact Centre Team Manager will have the following responsibilities**:

- Leading a team of up to 20 Operators providing excellent levels of customer service
- To ensure achievement of PCA (Percentage of Calls Answered) and all Emergency Resolution operational KPIs through effective management of Operators.
- Performance manage the team to achieve agreed KPIs and Objectives
- To hold regular one-to-one’s and team meetings, focusing on performance, service delivery and colleague personal development
- Working with the Emergency Resolution Centre Manager and Change Lead to deliver projects in line with department and company strategy.
- To contribute new ideas that will enhance service delivery, efficiency, and colleague engagement.
- Support the recruitment and onboarding of new team members.
- Handling calls at peak times and dealing with difficult and distressed callers, their families, and other associated parties.
- To attend B2B client review meetings as needed
- Manage and resolve complaints in line with company policy
- Incident management - identify for escalation and manage situation
- Ensure compliance with all TSA QSF framework requirements
- Managing and enforcing Health and Safety, Security, IT policies and procedures
- Maintaining confidentiality, security of information and premises (Data Protection Act 1984)

**Development and Training of our staff is really important to us, and you will need the following core skills and experience to be able to fulfil the role of Contact Centre Team Manager**:

- Demonstrate ability to manage multiple tasks and consistently deliver against objectives and targets.
- Proven experience of leading highly engaged teams in a high-volume customer facing operation
- Demonstrate a continuous improvement mindset
- Demonstrate experience in contributing to improvements that have had a positive impact
- Experience of interpreting and using MI to support individual and team improvements
- Experience of using CRM/Contact Centre systems (preferable)
- Experience in MS Office Packages
- Previous experience in a telecare/emergency contact centre setting (desirable)
- Demonstrate working within a collaborative team, comfortable developing relationships across functions

**An Enhanced DBS Check will be required.**

The position will be based at our office in Exeter or Ashburton, you may be required to work across both sites.

Previous applicants need not apply



  • Exeter, United Kingdom Baker Snell Full time

    Contact Centre Team Manager – Exeter/Ashburton Salary: £33,400 + Shift enhancements Extensive Holidays: 34 days off, including bank holidays and your birthday. Comprehensive Insurance: Share plans, life insurance, and medical insurance lite. Wellness & Perks: Wellness programs, discount scheme, on-site parking and Cycle to Work Scheme. Join a team...


  • Exeter, United Kingdom Baker Snell Full time

    Contact Centre Team Manager – Exeter/AshburtonSalary: £33,400 + Shift enhancementsExtensive Holidays: 34 days off, including bank holidays and your birthday.Comprehensive Insurance: Share plans, life insurance, and medical insurance lite.Wellness & Perks: Wellness programs, discount scheme, on-site parking and Cycle to Work Scheme.Join a team dedicated to...


  • Exeter, United Kingdom Baker Snell Full time

    Job Summary:We are seeking a highly motivated and experienced Contact Centre Team Manager to lead a team of up to 20 Emergency Resolution Operators. As a key member of our team, you will be responsible for ensuring exceptional customer service, sometimes in life-threatening situations.Key Responsibilities:Lead and performance-manage a team to achieve Key...


  • Exeter, United Kingdom Baker Snell Full time

    Job Summary:We are seeking a highly motivated and experienced Contact Centre Team Manager to lead a team of up to 20 Emergency Resolution Operators. As a key member of our team, you will be responsible for ensuring exceptional customer service, sometimes in life-threatening situations.Key Responsibilities:Lead and performance-manage a team to achieve Key...


  • Exeter, United Kingdom Family Ties Contact Service ltd Full time

    **Job Outline** - _**This is an employed role**_ - _**Weekdays and some weekends**_ **Job Role/Description** The coordinator plays a crucial role in helping to facilitate positive relationships between children and their non-resident parents or other family members, while also prioritising the safety and well-being of the child. A coordinator at a child...


  • Exeter, Devon, United Kingdom Collingwood Executive Search Full time

    Company Overview:Collingwood Executive Search is proud to partner with a prominent UK distributor that caters to both trade and public sectors, specializing in technical and building products. With a legacy spanning over 40 years, this organization has thrived through a decentralized model, empowering dynamic individuals to manage over 350 Business Centres...

  • Team Leader

    3 months ago


    Exeter, United Kingdom St Austell Brewery Full time

    Team Leader - ExeterThe Mill on the Exe is a contemporary pub with comfy rooms that enjoys a tranquil riverside location on the outskirts of Exeter city centre. Nestled beside the gardens that run alongside Blackaller Weir and the Millstone footbridge, it's easy to feel completely transported from the hustle and bustle of urban life here. You'll be working...

  • Team Leader

    1 month ago


    Exeter, United Kingdom St Austell Brewery Full time

    Team Leader - Exeter The Mill on the Exe is a contemporary pub with comfy rooms that enjoys a tranquil riverside location on the outskirts of Exeter city centre. Nestled beside the gardens that run alongside Blackaller Weir and the Millstone footbridge, it's easy to feel completely transported from the hustle and bustle of urban life here. You'll be working...

  • Team Leader

    4 months ago


    Exeter, United Kingdom St Austell Brewery Full time

    Team Leader - ExeterThe Mill on the Exe is a contemporary pub with comfy rooms that enjoys a tranquil riverside location on the outskirts of Exeter city centre. Nestled beside the gardens that run alongside Blackaller Weir and the Millstone footbridge, it's easy to feel completely transported from the hustle and bustle of urban life here. You'll be working...

  • Team Leader

    4 months ago


    Exeter, United Kingdom St Austell Brewery Full time

    The Mill on the Exe is a contemporary pub with comfy rooms that enjoys a tranquil riverside location on the outskirts of Exeter city centre. Nestled beside the gardens that run alongside Blackaller Weir and the Millstone footbridge, it’s easy to feel completely transported from the hustle and bustle of urban life here. You’ll be working in a...


  • Exeter, United Kingdom Exeter College Full time

    There is an exciting opportunity to join the Advice, Admissions & Learning Centres Department at Exeter College, within the Learning Resource Centre (LRC) Team. The focus of the LRC Team is to create engaged, independent, life-long learners by developing essential skills. The LRC Team support the college by managing the helpdesks in our busy learning spaces,...

  • Team Leader

    4 months ago


    Exeter, United Kingdom Cencora Full time

    - What you will be doing - Did you know that Alliance Healthcare delivers to over 17,000 pharmacies, doctors, hospitals and health centres twice a day from across the UK? Are you an enthusiastic and motivated team worker looking for the next step or a change in your career? Are you looking for a challenging and rewarding role? If so we might have just what...

  • Team Leader

    3 months ago


    Exeter, United Kingdom Cencora Full time

    - What you will be doing - Location: Exeter Hours per week: 39 Hours of work: Monday to Friday 16:00 - 24:00, occasional Sundays may be required (not more than 3 per annum) Rate of pay: £12.68 per hour increasing to £16.86 per hour for hours worked after 10pm Additional overtime is available. Did you know that Alliance Healthcare delivers to over...


  • Exeter, United Kingdom St Austell Brewery Full time

    The Mill on the Exe is a contemporary pub with comfy rooms that enjoys a tranquil riverside location on the outskirts of Exeter city centre. Nestled beside the gardens that run alongside Blackaller Weir and the Millstone footbridge, it’s easy to feel completely transported from the hustle and bustle of urban life here. You’ll be working in a picturesque...

  • Area Team Leader

    3 months ago


    Exeter, United Kingdom Devon County Council Full time

    **Area Team Leader - Central** **Full Time 37 hours per week** The Family Time Service are seeking a flexible & enthusiastic individual who has a desire for working with children and their families. The right individuals will be passionate about safeguarding children and will be child-focused in their practice to promote positive relationships between...


  • Exeter, United Kingdom St Austell Brewery Full time

    The Mill on the Exe is a contemporary pub with comfy rooms that enjoys a tranquil riverside location on the outskirts of Exeter city centre. Nestled beside the gardens that run alongside Blackaller Weir and the Millstone footbridge, it’s easy to feel completely transported from the hustle and bustle of urban life here. You’ll be working in a picturesque...

  • Contact Centre Advisor

    3 months ago


    Exeter, United Kingdom Vospers Full time

    **About Us** Vospers is a family run business and leading South West motor dealer group that believes in the importance of our people. That's why we offer a supportive working environment, career prospects, and great benefits, including: - Holiday accrual scheme & paid day off for your birthday - Life Insurance Scheme - Full range of motor discounts for...

  • Team Leader

    3 months ago


    Exeter, United Kingdom EG Group Full time

    **Role**: KFC Team Leader **Location**: Exeter Digby, EX27QZ **Hours**: Part-Time / Full-Time Hours Available / Permanent **Hourly Rate**: £11.60 **Bonus Scheme**: Quarterly Bonus Incentive! **Company**: EG Group We are looking for a dedicated Team Leader / Supervisor who can lead, inspire and motivate a team to join our welcoming KFC Restaurant! Our...

  • Team Leader

    3 months ago


    Exeter, United Kingdom EG Group Full time

    **Role**: KFC Team Leader **Location**: Exeter Digby, EX2 7QZ **Hours**: Part-Time / Full-Time Hours Available / Permanent **Hourly Rate**: £11.60 **Bonus Scheme**: Quarterly Bonus Incentive! **Company**: EG Group We are looking for a dedicated Team Leader / Supervisor who can lead, inspire and motivate a team to join our welcoming KFC Restaurant! Our...

  • Team Leader

    2 days ago


    Exeter, United Kingdom Card Factory Full time

    Location:exeter card factory 249 high street exeter Contracted Hours Available: 9 We are passionate about celebrating our customers' life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence, our Team Leaders play a key part...