Emergency Contact Centre Manager

Emergency Contact Centre Manager – Exeter/Ashburton

Do you have operational experience of managing in a Contact Centre environment?

Are you looking for a role that’s responsibility is to motivate and inspire teams within a business that really makes a difference to people’s lives?

Hours: 35 hours per week

We have an amazing opportunity for an Emergency Contact Centre Manager to join our management team in a role critical to the success of Taking Care. In return, you will receive a salary of £45,000 to £50,000 per annum depending on skills and experience.

As part of the AXA Group, Taking Care provides around the clock support to over 120,000 people. Through our personal alarm service, we give people the confidence to live well and remain in the home they love and provide protection via Local Authority and Housing Association clients. Our ambition is to be the single source of products, services, information, and advice our customers can trust to take care of the essentials of life.

We have a great culture and support and value our staff and customers.

Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide.

What we are looking for:

We are looking for a motivated and strong manager to lead the operational management of Taking Care’s Emergency Resolution Centre in Devon across our Exeter and Ashburton site, ensuring the delivery of an effective, safe, and compassionate service to our customers on a 24/7 basis. The main responsibilities are to lead and manage the 4 Resolution Team Managers to ensure the delivery of 97.5% of emergency calls to be answered within 60 seconds.

Someone who has experience of managing team managers within a fast-paced contact centre or customer service environment. The candidate will motivate, drive, and inspire their team of managers and staff, and will have experience of leading and managing people through periods of change.

You report into the Head of Emergency Resolutions Centres and act as an agent for change to communicate, escalate and provide tactical and strategic solutions aligned to business objectives and targets. You will provide data-driven analysis to help inform decision making.

We promote a culture that recognises, develops and rewards talent, each individual within our business is important to us and their contribution to Taking Care’s success.

What we are looking for in our ideal Emergency Contact Centre Manager:

• Operational contact centre management experience


• Experience of delivering against a broad range of KPIs and success measures


• Coaching and development of team leaders and front-line staff


• Strategic input that results in service, efficiency, and employee engagement improvements


• Evidence based decision making.


• Commercial acumen


• Highly organised with experience of accurate and timely management reporting and activity analysis


• A proven ability to manage issues and recommend solutions securing effective conclusions.


• Proven leadership of high performing teams


• Proven ability to co-ordinate numerous activities and work streams, handling shifting demands and priorities.


• Excellent communication skills, with a proven track record of successful liaison with internal and external stakeholders at all levels.


• Experience in 24/7 365 day a year business – desirable

Closing date: 24th April 2024 – interviews will commence ahead of this date should we identify suitable applicants.

Salary: circa £45,000 to £50,000 depending on skills and experience.

We will offer our Emergency Contact Centre Manager fantastic benefits including:

• 26 days holiday plus bank holidays, opportunity to purchase an additional working week’s holiday per year and your birthday off!


• Contributory pension plan


• Company Share Plan


• Performance Recognition Bonus


• Life Insurance


• Medical Insurance Lite


• Employee Assistance Programme


• Enhanced Paternity and Maternity Packages


• Free Personal Alarm


• 360+ Health Assessments


• Long Service Awards 


• Cycle to Work Scheme


• Retail Discount Scheme

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.