Contact Centre Out of Hours Operator

Contact Centre Out of Hours Operator

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 OOH Operator at [Employer hidden — view at passion-project.co.uk] 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 [Employer hidden]?

[Employer hidden] 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 OOH Operator for [Employer hidden], you will be working on our Out of Hours phone line on evenings, weekends and Bank Holidays to be the first point of contact for service users, their family and health providers, ensure that the right product, in the right condition is delivered and installed to the client in an appropriate and caring manner within the specified time frame to the agreed specification and to the agreed performance, qualitative and financial targets. Enhancing customer experience by use of diplomacy and tact in difficult situations

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

• Managing inbound and outbound calls, leasing with service users, their families and prescribers - within Medequip agreed KPIs
• Booking all delivery rounds in advance for Technicians and Service Engineers, utilising the software appropriately
• Ensuring all client and delivery details are correct and up to date, adding notes to the system where necessary
• Ensuring emergency jobs are actioned within the agreed KPI by relaying the requirements to the technicians and warehouse
• Ensuring all steps are taken to contact the client, and leasing with the prescriber, putting order on review, when contact is not achieved.
• Liaising between health professional and service users

About you

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

• We keep our promises.
• 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.

Education

• GCSE or equivalent in English and Maths

Experience

• Customer Service Experience
• A team player with a passion for helping others
• Strong communication and problem-solving skills
• Commitment to delivering high-quality service
• Alignment with our core values: empathy, accountability, respect, innovation, and teamwork.

What we offer

• Ongoing professional development and training
• Supportive leadership and a collaborative team culture
• 29 days holiday moving to a max of 33 days, pro rata (inclusive of Bank Holidays)
• Pension scheme
• Healthcare scheme
• Life assurance
• Cycle to work scheme.
• Care First employee assistance program including free counselling.
• Access to Perkbox discount platform and Blue Lights Card
• Free uniform
• Free DBS check

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

Apply Now

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