Contact Centre Coordinator

Various: Night & Day Shifts, Permanent and Fixed Term Contracts Available

Job Role

• Answer all calls within agreed SLA times in accordance with TSA Guidelines
• Ensure records are updated accordingly after every interaction and following agreed protocols, and that all relevant files are kept in line with data protection policies
• Deliver life‑enhancing support in line with the organisation’s TEC strategy and service model, ensuring the welfare of people using the service
• Proficient and confident user of all TEC systems to deliver TEC support
• Monitor the TEC platform and determine and provide appropriate responses to meet people’s individual needs
• Prioritise all alerts, working autonomously to provide proactive and reactive support, and ensuring appropriate escalation pathways are followed
• Mobilise responder/emergency services where appropriate, tracking the timely response in accordance with TSA guidelines
• Ensure accurate and appropriate clinical information is escalated to line management
• Identify any risks to service users, colleagues and the wellbeing of self by following appropriate policies and escalating any concerns, complaints or poor practice
• Perform any other duties that the Manager feels are within your capabilities and skill set; this description is not exhaustive and may change as the role develops

What You Bring

• Knowledge of TEC services or the public sector would be beneficial
• Natural at developing relationships with others, working together as part of a team
• Strong administrative skills – use of the Microsoft suite and ability to learn internal systems
• Must be able to work independently as well as part of a team
• Must be flexible, adaptable and positive in approach to work
• Excellent communication skills to interact with internal staff, prescribers, service users and senior managers
• Healthcare sector experience preferred but not essential

Benefits

• Up to 33 days holiday (including bank holidays)
• Company pension scheme
• Life assurance
• A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets

This role involves working in a regulated activity and may be subject to DBS disclosure and social media screening

No terminology in the advert is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we will gladly accept applications from all sections of the community.

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