Team Manager - Emergency Response

  • Location
    Exeter, Devon
  • Salary
    £ 29500 - £ 29700 / Year
  • Job type
  • Industry
    Call Centre and Customer Service
  • External Reference
  • Category
    HR, Sales and Management - Call Centre Manager

Team Manager - Emergency Response unit

Based in Exeter

£29,700 p.a + Shift allowance on weekends & anti-social hours

Full Time, 35 hrs pw - The core hours of this team are 6am-10pm, 7 days a week. As this position is managing a 24/7, 365 Emergency environment all applicants must be willing to share "on call" rota with other team leaders but the majority of hours will be on a rota system within the core hours.

Excellent PERMANENT MANAGEMENT OPPORTUNITY to join a growing company that provides essential care to those who are vulnerable. In this incredibly rewarding role you will be managing a team of individuals responsible for being the first point of contact for incoming calls. These may be customers using the Emergency help function so individuals will need to be able to respond quickly & appropriately. This is an ideal role for someone with leadership experience wishing to work within a challenging, fast paced environment. Daily duties will include:

  • Team Management eg. performance management, attendance management, mandatory training and career development assistance

  • Identify and create new processes & procedures as required for continuous improvement.

  • Deal with difficult and distressed clients & their families to investigate complaints that have been escalated

  • Assist with interviews & inducting new starters

  • Manage and maintain SLAs

  • Deal appropriately with callers who may be emotional, distressed, vulnerable, or in crisis and deciding on the right course of action

  • Provide information, advice and guidance to queries from customers

  • Carry out quick risk assessments for every contact received

  • Provide out of hours troubleshooting & advice for customers

  • Representing team at management meetings

Ideal Skills/Experience

  • *Previous Experience Managing a team*

  • Excellent communication skills both spoken & written

  • Ability to capture critical information and record it accurately

  • Emotional resilience & empathy


Just SOME of the Benefits include

  • 26 days annual leave + Bank holidays

  • Performance Recognition Bonus

  • Life Insurance

  • EXCELLENT Medical benefits including help towards dental, optical, consultations, physiotherapy, access to a 24 hour medical helpline and much more!*

  • Employee Assistance Programme - Providing you with help, support and advice during difficult times.

  • Birthdays off!

  • Enhanced Paternity and Maternity Packages -A helping hand for you and your family.

  • Long Service Awards

  • Discount Scheme- Opportunity to receive discounts across global brands and retailers

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Aalishya Power