Taking care of you and your loved ones

About Us

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 to make a difference to our customer's lives by providing them with independence and security.

We are part of AXA Health and have huge ambitions to grow and enable people to live more happily and healthily in their own homes.

At Taking Care you will feel valued as an employee. We have a unique culture and we want to recruit people who share our values and who can contribute to our continuing growth.

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

Our ambition for growth means we have lots of opportunities to join the team – for you to bring your skills and experience and make a positive impact on how we develop our business.

Take a look at our vacancies below, and come and join an amazing place to work.

The work we do help loved ones remain independent, confident that help is available at the touch of a button, 24 hours a day. Watch this video to learn more about the work we do.

Taking Care of our team

We understand that starting a new job can be daunting. At Taking Care we have a family culture that supports our staff and customers. We are determined to keep this despite our growth – it’s important to us.

Taking Care has solid foundations with over 35 years’ experience and a set of values that run through everything we do.

Personal Alarms for home and garden

The values that guide our business

Excellence

Excellence is the result of always striving to do better – it’s a continuous process.

Respect

Respect others by listening, understanding and appreciating their needs.

Trust

We are honest, ethical and fair. We do what we say we will and don’t make excuses.

One Team

One Team supporting each other and celebrating our successes.

Caring

Caring for our customers is at the heart of everything we do.                                           

Benefits

Our people help us support our most vulnerable customers, and in return we want to support them. We are continually looking at ways we can improve how we look after our people and recognise the great work that they do.

← Go Back

Information

  • Job Ref:
    AC1305206ExeRTM
  • Location:
    Exeter, Devon, United Kingdom
  • Postcode:
    EX2 5SP
  • Type of contract:
    Permanent
  • Salary:
    £34412.49 to £34412.49 Per Annum
  • Posted Date:
    Wednesday, May 7, 2025
  • Closing Date:
    Wednesday, May 21, 2025
  • Documents:
    • Share:
    Apply

    Resolution Team Manager

    Resolution Team Manager  

    Salary: £34,412.49

    £34,412.49 basic salary with additional allowances payable for weekend and unsociable hours

    As part of the AXA Group, Taking Care provides around the clock support to over 100,000 people to live safely and independently. Through our personal alarm service, we give people the confidence to live well and remain in the home they love.

    We are looking to recruit a dynamic, self-motivated Resolution Team Manager to help lead our Emergency Resolution Operators to support our customers when they activate their alarm. For some, they are in life-threatening situations.

    Hours of work are ordinarily 35 hours a week between 6am and 10pm with weekend and evening attendance required including occasional overnight On Call (our service operates 24/7/365). Hours of work can be discussed upon application.

    The Contact Centre Team Manager will have the following responsibilities:

    • Leading a team of up to 20 Operators providing excellent levels of customer service
    • To ensure achievement of PCA (Percentage of Calls Answered) and all Emergency Resolution operational KPIs through effective management of Operators.
    • Performance manage the team to achieve agreed KPIs and Objectives
    • To hold regular one-to-one’s and team meetings, focusing on performance, service delivery and colleague personal development
    • Working with the Emergency Resolution Centre Manager and Change Lead to deliver projects in line with department and company strategy.
    • To contribute new ideas that will enhance service delivery, efficiency, and colleague engagement.
    • Support the recruitment and onboarding of new team members.
    • Handling calls at peak times and dealing with difficult and distressed callers, their families, and other associated parties.
    • To attend B2B client review meetings as needed
    • Manage and resolve complaints in line with company policy
    • Incident management – identify for escalation and manage situation
    • Ensure compliance with all TSA QSF framework requirements
    • Managing and enforcing Health and Safety, Security, IT policies and procedures
    • Maintaining confidentiality, security of information and premises (Data Protection Act 1984)

    Development and Training of our staff is really important to us, and you will need the following core skills and experience to be able to fulfil the role of Contact Centre Team Manager:

    • Demonstrate ability to manage multiple tasks and consistently deliver against objectives and targets.
    • Proven experience of leading highly engaged teams in a high-volume customer facing operation
    • Demonstrate a continuous improvement mindset
    • Demonstrate experience in contributing to improvements that have had a positive impact
    • Experience of interpreting and using MI to support individual and team improvements
    • Experience of using CRM/Contact Centre systems (preferable)
    • Experience in MS Office Packages
    • Previous experience in a telecare/emergency contact centre setting (desirable)
    • Demonstrate working within a collaborative team, comfortable developing relationships across functions

    An Enhanced DBS Check will be required.

    The position will be based at our office in Exeter or Ashburton, you will be required to work across both sites and therefore a driving license will be needed.

    Previous applicants need not apply

    Closing Date: 21st May 2025

    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

    If you want to apply for the role of Resolution Team Manager, click apply today


    Apply

    Meet the team

    Our people help us support our most vulnerable customers, and in return we want to support them. We are continually looking at ways we can improve how we look after our people and recognise the great work that they do.