Contact Centre Senior Coordinator

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
• 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.
• To provide reassurance to the service user and/or loved one/carer when required.

Qualifications 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 togetherto encourage others to contribute.
• Passionate about enabling people to live the life they want to lead.
• Able to accept your own mistakes and learn from them, rather than blaming others.
• Set a good example to others by role-modelling our values.
• Aktively 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.