Contact Centre Team Manager

Medequipuk; United Kingdom; On-site; GBP 40,000; Full time

Job summary

A leading healthcare provider based in Rawtenstall is looking for a Contact Centre Team Leader to oversee day-to-day operations in a fast-paced environment. You will develop high-performing teams, drive performance, and ensure compliance with quality standards. Ideal candidates will have experience in customer service or call centre management, excellent communication skills, and a commitment to delivering exceptional services. The role offers a salary of £40,000 per annum along with opportunities for professional growth and development.

Qualifications

• Proven experience in customer service or call centre management.
• Strong people management and performance leadership skills.
• Flexible and able to work under pressure.

Responsibilities

• Lead daily contact centre operations ensuring service continuity and performance.
• Manage and develop Team Leaders through coaching and feedback.
• Participate in budget management and payroll processes.

Skills

Customer service experience

People management skills

Communication skills

Organisational skills

Calm and empathetic approach

Education

GCSEs in Maths and English

Tools

Microsoft Office

Job description

Hours: 38.5 hours per week (the successful candidate must be able to work flexibly around business needs)

Salary: £40,000 per annum

This is an incredible opportunity to work for a forward-thinking care provider, who’ll support you to be the best you can be in your chosen field!

Join us as our new contact Centre Team Leader atMedequip Connect and let us empower you to truly make a difference.

Our continued employee development programmes, internal training and exceptional leadership will give you the ability to continuously develop yourself professionally whilst providing person-centred care.

You’ll be supported by an excellent team of professional and ever developing co-workers who all identify and align with Medequip’s values and ways.

Who are Medequip Connect?

Medequip Connect provide services to over 50,000 people nationwide with the objective of providing reassurance and support to older, disabled or vulnerable people allowing them to remain safely in their own home.

We help people to maintain people’s independence by providing Technology Enabled Care (TEC) and a range of associated equipment that gives them the confidence of knowing that assistance is available at any time, 24 hours a day. Our care technology services provide peace of mind to you, your family, and your friends.

About the role

As the Contact Centre Team Manager for Medequip Connect, you will lead and develop high-performing teams delivering vital services to our customers and service users.

Working closely with the Contact Centre Operations Manager, you’ll support the day-to-day running of the contact centre, drive performance, ensure quality and compliance, and create a positive, customer-focused culture. You’ll play a key role in workforce planning, performance management, and continuous improvement while acting as a senior escalation point for operational issues.

Your day-to-day responsibilities will include, but not be limited to:

• Leading daily contact centre operations to ensure service continuity and performance
• Managing and developing Team Leaders through coaching, feedback, and appraisal
• Workforce planning, rota management, and resourcing to meet KPIs and demand
• Ensuring quality assurance, compliance, safeguarding, and data protection standards
• Supporting contract delivery, stakeholder engagement, and service development
• Producing KPI reports and contributing to operational planning
• Supporting budget management, payroll processes, and administration
• Participating in the on-call rota and business continuity arrangements

About you

Above all, you will identify and align with our company values:

• We empower people to be accountable for their actions and performance.
• We help people with empathy, courtesy, dignity and kindness.
• We show respect and are trusted by our colleagues, suppliers and customers.
• We believe in teamwork and are passionate about our work.
• We encourage innovation and the development of technology.
• We embrace change and seek to achieve excellence.
• We deliver cost effective, efficient and safe healthcare solutions.

Qualifications and experience required.

• Proven experience in customer service or call centre management
• Experience within public sector, healthcare, TEC, or service-based environments (desirable)
• Strong people management and performance leadership skills
• Excellent communication, organisational, and IT skills
• Calm, empathetic, and customer-focused approach
• GCSEs (or equivalent) in Maths and English
• Full UK driving licence
• Flexible and able to work under pressure

We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.

We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip’s Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.

This role may be subject to an enhanced DBS disclosure and satisfactory references.

This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable