At Avery Healthcare we believe in caring for those who care for our residents; We recognise and celebrate our hard-working colleagues, support your career development and offer a variety of apprenticeships, and provide you with access to a range of leisure and retail discounts.
We are seeking a compassionate, enthusiastic and dedicated individual to join our friendly, award-winning team as Call Centre Manager.
As Call Centre Manager, you will be responsible for managing a team of customer advisors to handle all incoming enquiries, from prospective Avery Residents, their families and professional referrers. Leading by example you will manage, develop and motivate your team to be the voice of Avery Health Care, in turn creating a positive and long lasting first impression of Avery on all calls handled.
Other responsibilities will include: • Call Monitoring: Ensure all calls are handled professionally and promptly, adhering to Enquiry SOP by monitoring live and recorded calls, providing feedback, and implementing corrective actions.
• Home Visit Assessments: Collaborate with Home Managers for timely home visit assessments, tracking completion, addressing delays, and reporting issues to the Operations Team.
• Staff Performance and Training: Enhance staff performance through continuous training and evaluation by conducting reviews, identifying training needs, developing and delivering training sessions, and maintaining up-to-date materials.
• Team Leadership and Motivation: Foster a positive and productive work environment by leading and motivating the team, conducting regular meetings, and recognizing high performers.
To be successful in your application, you will live our values of caring, supportive, honest, respectful and accountable in all that you do.
Our ideal candidate must have:
• Experience of managing a telephone-based customer service environment, preferably in the healthcare industry or a sales background.
• Experience working in a Care Home setting is preferred
• Excellent communication, interpersonal and customer service skills, both verbal and written.
• Team player, decisive, self-motivated, proactive, flexible and adaptable. Confident, enthusiasm and desire to excel
As one of the largest providers of luxury elderly care homes in the UK, we believe that the later years of our resident’s lives should be as enriching as any other. Our vision of ‘creating meaningful lives together’ is reached by the exceptional care and experience we proudly offer throughout our growing portfolio of over 100 care homes whilst establishing ourselves as the preferred choice for residents and employees.
Please note this role will require:
A DBS Disclosure check, the cost of which will be met by Avery Healthcare.
Proof of eligibility to work in the UK.
