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Riverside Group
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Liverpool, Merseyside
Head of Helpline
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Job Type: Full-time |
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Salary: £64,764 per annum |
Overview
Riverside have an excellent opportunity for an experienced Head of Helpline, working 35 hours a week, Monday - Friday on a permanent basis. What will you do? Helpline provides end-to-end assistive technology and telecare service, enabling people to live independently in their homes. From assessment and installation of equipment, to managing contacts and responding to emergency calls. The Head of Helpline will lead the overall operational and strategic direction of the Helpline service. They are accountable and responsible for service delivery and resources not only to Riverside customers but to external clients, where contracted to do so. Day to day Your key responsibilities as the Head of Helpline will include: • Developing the Group Strategy for the Helpline Service providing clear vision, specific targets, business drivers, priorities and associated risks (including mitigation activity) for Customer Services. • Undertaking monthly Service Reviews, Innovation Meetings and an Annual Review with partners, and external clients, on the effectiveness of the working relationship in delivering Helpline services. • Ensuring that monitoring is person, rather than equipment-centred. Tailoring services to meet individual need. • Leading and managing Helpline’s Technical Support Officers (TSOs), who install all TEC equipment safely improving user’s quality of day to day living. • Ensuring all Helpline policies, procedures and processes support the three most crucial components of information security: Confidentiality, Integrity and Availability (CIA) For a deeper understanding of your responsibilities, take a look at the job description linked below. Does this describe you? You have knowledge of assistive technology within the community and housing settings and experience of working with the elderly and the vulnerable is essential. You have experience of successfully leading, managing and motivating teams including managing team performance with excellent attention to detail and the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities. What’s in it for you? In return for your hard work and dedication, we offer you: • Riverside Rewards scheme and app, providing valuable access to voluntary discounted benefits including high street and online savings • Access to ongoing personal career development opportunities through Learning Zone • Access to e-learning • 25 days holiday per year (plus bank holidays) • Opt-in to Medicash employee-funded benefit Who are Riverside? We are one of the UK’s leading social housing and regeneration organisations. We are a group of not-for-profit and commercial companies with a charitable housing association at our core. Operating across 160 local authorities in England and Scotland and housing 100,000 people, we are fully committed to improving the lives of thousands of individuals and families. We seek to transform lives and revitalise neighbourhoods. Is Riverside for you? We want you to feel empowered by leaders and fairly treated, knowing that your voice is truly heard. Being people-focused, we treat our customers with this same respect. We trust you to protect our customers, our people and our business and we see outstanding worth in those with the courage to take responsibility, innovate and find solutions. Your focus on performance and ambition is rewarded with development opportunities. With Riverside, you can achieve. If you’re thinking of joining us as the Head of Helpline, we’d love to hear from you. We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work. Plese note that due to unprecedented times we are looking to complete this recruitment and induction via virtual resources.