Response Team Manager

Our Response / Contact Centre team provides a vital 24/7 service, offering people with a variety of needs, a life changing and life saving service.

We are currently recruiting for a Response Team Manager to help our Response team make a real difference to our customers, by providing support and reassurance which lets people live their life to the full in their place of choice.

Please find the role shift pattern and pay details below –

Shift: 7am to 7pm

Working pattern: Week 1 Mon, Tue, Fri, Sat, Sun; Week 2 Wed & Thur

Hours per week: 40.25 hrs on average across 2-week shifts

£30,000 to £31,000 pa depending on the successful candidates skills and experience

What will you be doing in this role?

As the Response Team Manager, you would be responsible for leading and managing a team of Emergency Helpline Operators to make sure operational and quality targets are delivered in line with our Service Level Agreements (SLAs). You will lead by example, making sure the Response Centre is a great place to work, and inspire and motivate your team to deliver a great service to our end users, every time!

The Ideal candidate:

You will have proven experience of working in a Contact Centre environment, as a team manager or supervisor. You will have excellent communication skills, both verbal and written, and be a strong people manager, with effective coaching and people development skills. You will have a positive ‘can do’ attitude, able to respond and manage queries, complaints and escalations through to resolution.

Your key day-to-day responsibilities could include:

You will be responsible for the Operational Delivery of your team, overseeing their direct day-to-day activities, making sure performance targets and SLAs are achieved,

We are quality and customer focused, so you will evaluate and coach your team through observation and quality assurance calls, to make sure an excellent service is delivered every time,

You will look to identity opportunities where we can continuously improve our response team processes and call handling performance,

You will make sure our Response Centre management systems are updated in a timely and accurate manner and make sure that all information sent to clients adheres to the correct procedure and the General Data Protection Regulations (GDPR),

You will regularly handle calls to maintain service line expertise and actively role model to your team and the wider response centre ‘what good looks like,’

Through 121s, team meetings and regular communications you will motivate, engage and develop your direct reports.

What we offer:

Competitive salary (£30,000 to £31,000 pa depending on the successful candidates skills and experience)

25 days holiday + bank holidays (pro-rata)

Contributory pension

Volunteer day

Car benefit scheme

Perks and benefits that include things like: free eye tests, a cycle to work scheme, retail discounts and a subsidised on-site canteen

Free car parking

A warm and welcoming team environment

Development and a chance to build a rewarding career

A bit about us:

Tunstall is a market-leading health and care technology provider.

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of 3,000+ people provide life saving and life changing technology and services to millions of customers across 18 different countries.

At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Each Tunstall colleague has a superpower… they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team