Care Enquiry Team Leader

Are you looking for a role where you feel you are really making a difference?

Are you a team leader looking for more social hours with no weekends? Then read on……….

We are currently recruiting for an exciting opportunity to join our new Care Enquiry team here at Maria Mallaband.

This will be a new position based at our Head Office in Leeds. The role will be dealing with incoming calls, managing enquiries regarding our homes and services while managing a small team of Care Enquiry Advisors

Key accountabilities

• To ensure all calls are responded to in a professional and timely manner, spending time to build a trusting and positive relationship with callers by understanding their needs and how MMCG can support.
• To support our homes to achieve budgeted occupancy, by ensuring effective enquiry management processes are followed and advancing enquiries to home show rounds.
• Build rapport over the phone while showing empathy and understanding.
• Regular reporting and analysis as required is a key element to build the facility and the team.
• Undertake regular call monitoring to ensure the quality meets our standards and processes are being followed and customer experience is in line with MMCG values.
• Lead, coach and motivate a team of Care Enquiry Advisors to deliver departmental KPI's, targets and objectives both personal and team.

Knowledge, skills and experience

• Experience of working within a telephone-based customer service environment
• Previous experience of managing a small team
• Previous experience of working towards targets and KPI's
• A self-starter, able to work unsupervised
• Excellent communication, interpersonal and customer service skills, both verbal and written
• Good problem-solving skills with the ability to use initiative

*Working hours Monday - Friday between 8am and 6pm*

Benefits

• Quarterly bonus scheme
• Simply Health – company funded, providing cashback for prescriptions, optical and dental costs 24/7 virtual GP access plus more for you and up to 4 children*
• Benefits platform – discounts across multiple retailers, leisure providers, hospitality etc.
• Pension Scheme with Royal London
• Flexible working patterns
• Cycle to work scheme**
• Service recognition
• Training support and development opportunities
• Employee Assistance Programme
• Wellbeing support
• Discounted gym membership
• 25 days holiday with the option to purchase more

*Benefits require completion of a 12-week probationary period before they can be accessed.

**Benefit subject to deduction not taking colleague below National Living Wage

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