Head of On Call

4 weeks ago

Alcester, United Kingdom Helping Hands Home Care Full time

Location: Alcester

Since 1989, we’ve supported adults of all ages to maintain their independence and stay in the place they know and love. Because, life is better at home.

Helping Hands is the nation’s most widely rated home care provider and the only one to be endorsed as a Centre of Excellence by Skills for Care. We have over 140 branches across England and Wales as well as our Support Office in Alcester, Warwickshire. We’re now looking for an new Head of On Call to join our team in Alcester.

The Head of On Call will provide direction and leadership over the On Call function and is accountable to manage and operate the day-to-day workflows that delivers our KPIs within this Department.

**Main Responsibilities**
- Leading a team of On Call operators to deliver an effective and efficient service for both customers and carers within the Visiting and Live In Services.
- Regular evaluation and feedback of the team through call quality coaching, ensuring performance objectives are set to assist in developing the team’s performance and potential.
- Manage performance and play a mentorship role to the key positions within the department.
- Providing customer care at the highest level to ensure optimum customer satisfaction.
- Working alongside internal key stakeholders’ colleagues to ensure On Call works collaboratively with Operations and Senior Leaders of the business to share insights.
- Ensure “Best Practice” is shared throughout the On Call team to improve and exceed overall effectiveness, performance, and service standards.

**About You**

To be successful in this role you will be a confident leader with a positive and can-do attitude. You’ll have a proven track record of managing teams in a target driven environment. Experience of working in a similar role in the care industry would be advantageous, but is not essential.

**Benefits**
- Career progression opportunities
- Hybrid working, with 3 days a week based at our support office in Alcester
- 23 days annual leave, rising to 25 after 2 years of service
- Blue Light Card offering discounts from business and services
- Access to our employee assistance programme

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