Contact Centre Coordinator

Job Advert

We are currently looking for **Contact Centre Coordinators** to join the team at our Technology Enabled Care (TEC) Contact Centre based in Worcester. This role may also be considered to hybrid or fully remote workers. You will provide the first point of contact for clients accessing our service, handling calls from service users, family members and healthcare professionals. You will ensure that service users queries are handled in accordance with their support plan.

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.

**What will this role involve?**
- Answering inbound calls within a timely manner and updating care records accordingly to ensure the welfare of service users
- 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?**
- £21,673.60 per annum
- A rotating shift pattern to include Saturdays on a rota basis
- Office based/hybrid or fully remote opportunities
- Up to 33 days holiday (including bank holidays) plus optional 5 unpaid days (pro rata for part-time)
- 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.

**C**are and respect for our colleagues and service users

**A**ccountable and proud

**R**eady to learn and grow

**E**nhance our service users’ lives

**S**ocially responsible, ethical and transparent