About the Appello Group and Careline 365

Careline365 is an award-winning company who provide a life-saving service across the United Kingdom and the Republic of Ireland, bringing peace of mind to people and their loved ones.

Whilst going through an exciting period of growth, we still have that family company feel, where our employees are more like friends than colleagues. We provide a friendly and relaxing working environment across all departments and the successful candidate for any of our current vacancies will soon feel right at home.

As part of the Appello Group, we are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring centre with the latest digital technology being created by ourselves and our partners. As the UK's largest telecare monitoring and digital equipment provider, we support over 300,000 vulnerable people in our communities to live safer, happier, and more enriched lives.

Our journey of supporting housing, health and social care dates back to 24th June 1988 when we took our first emergency call from our Head Office in New Milton, Hampshire. With a team of just five employees, we were pioneers for emergency monitoring within the housing sector. Over the next decade our business grew considerably as did our team.

The Appello Group now consists of many brands, including, Appello and Careline365, all are equally pivotal in our continued growth and commitment to improving the safety and wellbeing of our communities.

Today, we operate from multiple locations across the UK, with offices in Hampshire, Wiltshire, and Norfolk, and a team of remote workers all over the UK.

Position:

Telecare Mentor

Hours: 37.5

Shift pattern: Sunday to Thursday 9:00-17:30

Salary: £24,375pa (£12.50 ph)

Location: Office based Bowthorpe. Norwich

Start Date : ASAP

About the role:

Regular tasks will include:

• Conducting Call Quality Checks for operators

• Performing side-by-side call coaching and Call Quality Checks

• Assisting the Telecare Training Executive in refresher training of call and administration processes

• Awareness and prioritization of compliance within the center

• Being a point of contact for operator queries and support

• Upskilling operators e.g., keyboard short-cuts

• Any ad hoc reporting relevant to the role

• Conducting probation meetings for the first three months of an operator joining the company

• Attend COBRA and Leadership meetings when necessary

• Supporting the Telecare Training Executive with training new members of staff

• Creating and sharing training tools, such as Tip of the Week. Being creative in how to effectively disseminate information

• Reinforcing and supporting process changes. Ensuring all members of staff are comfortable and confident with the process changes

• Knowledge and ability to call handle, to best advise and support the operators

This is not an exhaustive list and the successful applicant will be expected to have a flexible approach to work and their duties.

Requirements:

Qualifications

• Minimum 5 A*-C's or equivalent

Experience

Experience in a call centre environment is preferential.

About the person

• Ability to self-manage your workload to make sure all jobs are completed to schedule

• Ability to communicate well with your colleagues and management

• Critical eye and ability to evaluate calls and administration tasks

• A motivated individual who will be able to maintain and encourage a continuous high level of output for both themselves and their colleagues

• A calm and patient manner when supporting the team

• A good working knowledge of excel and other Microsoft applications. Including a basic understanding of using formulas.

Someone who will strive for excellence and is willing to go the extra mile

Other information:

About rewards and benefits:

In return for your hard work, you will receive a competitive basic salary with fantastic company benefits including:

• Aviva Pension Scheme
• Free eye tests through Specsavers
• Free tickets to the Executive company box at Norwich City Football Club
• Increasing holiday allowance with each year of service
• Paid Duvet Days after a successful probation period
• Generous staff discount when you buy products from Zatu website or in their shop
• £50 Zatu voucher on your birthday after completing probation
• Employee referral bonus
• Further education/qualification contributions
• Health assured EAP service for workplace wellbeing
• Bike to work scheme and cycle storage
• Free on-site parking

This is an exciting time at Careline365 - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

If you are interested in this role please Upload your CV !

If you are an internal applicant please upload a covering letter.

Hybrid working will be considered in 2023.

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