Contact Centre Senior Coordinator

To provide the first point of contact service for individuals accessing support through Technology Enabled Care devices in an efficient and effective, friendly and courteous way. 

To ensure that all users of the TEC service are safe and feel supported in all aspects of daily living, so that physical, emotional and social needs are met in accordance with their support plans enabling people to reach their goals and aspirations as independently as possible. 

Main Duties and Responsibilities

• Distribute TEC CC communications to all colleagues at all levels
• Knowledge base; TEC CC Senior Coordinator will be first point of contact for all TEC based queries relating to UMO platform and devices
• Responsible for the day-to-day management of the TEC Contact Centre inbox, to ensure efficient management and SLA adhered too, work with Shift Leaders to establish reporting of email volumes
• Working closely with Customer success supervisor, your role will assist in training, coaching and development of team members.
• Responsibilities in conjunction with shift leaders for resourcing and planning workloads of teams on a day-to-day basis. Ensuring that each member of the team is adherent to their schedule.
• Ensuring welfare and migration calls are completed and reported on.
• Identifying and raising safeguarding risks promptly to ensure a consistent service is provided.
• Working closely with Designated safeguarding officer to review signposting and welfare concerns raised by team members.
• First point of escalation for Service User’s. Provide support in dealing with complaints and take ownership for carrying out investigations, reporting back to service users, Shift Leaders or third parties as needed.
• To monitor the TEC platform and to determine and provide the appropriate response to meet people’s individual needs.
• To provide the first point of contact service for individuals accessing support through Technology Enabled Care devices.
• Responsible for the mobilisation of responder/emergency services where appropriate ensuring the tracking of a timely response in accordance with TSA guidelines.
• To ensure that all users of the TEC service are safe and feel supported in all aspects of daily living.
• To be a proficient and confident user of all TEC systems, to deliver the TEC support programme and contribute experience and feedback into the continual development and improvement of the service.
• Deliver remote, life-enhancing support in line with the organisations technology enabled care strategy and service model
• Monitor alerts and support requests to ensure needs are met within a comprehensive and robust framework.
• To identify risks to customer service or safety, escalating any concerns to the line manager.
• To contribute to the management and mitigation of these risks, through use of TEC or otherwise, to ensure the quality, efficiency, and compliance of all support activity
• To ensure the health, safety, and wellbeing of self, colleagues, and people supported by following the appropriate policies and procedures and escalating any concerns, complaints, or poor practice.
• Answer calls within agreed SLA times and ensure care records are updated accordingly after every interaction and following the agreed protocols to ensure the welfare of people using the service.
• To provide the best care and support possible, in accordance with a person’s support needs, ensuring physical and mental wellbeing of each individual are given equal consideration.
• Delivering remote care, support and coordination in line with co-produced plans, and establishing meaningful relationships with the people we support and their loved ones, to truly understand their needs, and ensure they feel engaged, involved and fulfilled.
• Responsible for the prioritisation of all alerts and notifications, working autonomously to provide proactive and reactive support, ensuring the appropriate escalation pathways are followed, in line with all regulations
• To ensure accurate and appropriate clinical information is passed to staff, and other health care professionals as required, e.g. Occupational Health
• Complete all records and provide feedback to all agreed agencies – electronic and paper based accurately
• To ensure that any manual records that need to be completed in the event of an electronic system shut-down continue to comply with the relevant Standard Operating Procedures.
• Provide reassurance to the service user and/or loved one/carer when required.
• This job description shall not limit your role; you will also be expected to carry out any other duties that your supervisor feels are within your capabilities and skill set. The above information may not cover everything involved in the position but indicates the size and scope of the role and may be subject to change as the role develops.

Key Performance Indicators

May include but not be limited to:

• TSA standards met
• Call response times
• Customer Complaints
• Qualifications

Minimum 4 GCSE including English or equivalent – Essential

Skills and Knowledge

• Experience of getting to know people individually and ensuring their needs are met in a way that is caring, kind and respectful.
• Understanding of person-centred support
• Proven track record of working in a health or social care setting
• Previous experience of working across multiple sites
• Previous experience of working with various client groups
• High level of self-awareness and enjoy developing new skills and abilities.
• Natural at developing relationships with others, working together as part of a team, and encouraging others to contribute.
• Passionate about enabling people to live the life they want to lead.
• Accept your own mistakes and learn from them, rather than blaming others.
• Set a good example to others by role-modelling our values.
• Actively seek out opinions from people who use the service, their families and carers to make improvements.
• Always looking for opportunities to develop and improve and new ways of doing things where you think something can be done better.

Others

• An enthusiastic and motivated individual who strives to succeed.
• As this service is a 24hr per day, 7 days a week function for care provision, candidates must be prepared to work on a rotating shift pattern for 24-hour coverage,
• Computer literacy is essential
• Must be flexible, adaptable and positive in their approach to work.
• Desirable to have social care experience
• Desirable multiple languages, spoken fluently.
• Aptitude for technology and use of digital devices