ERC Shift Lead

ERC Shift Lead Start date: 2nd March 2026 Salary: £28,930.13 p.a. Hours: 35 hours per week, including 2 weekends in every 4, with shift patterns covering the hours of 7am-10pm (further detail will be discussed in your interview) Location: Devon or Chichested based

Taking Care provides around the clock support to over 100,000 people. Through our personal alarm service, we give people the confidence to live well and remain in the home they love. 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 are looking to recruit an Emergency Resolution Shift Lead to help support our ERC Operators to save customers lives.

We are looking for an Emergency Resolution Shift Lead to join our fast paced Resolution team based in Devon. This role's primary responsibility is to be a main point of contact for our ER Team, acting as a subject matter expert for our Resolution Operators and external partners (schemes, engineers etc), as well as ensuring achievement of PCA through effective management of call handlers. You will be resilient and highly organised, with excellent communication skills and a desire to seek ways to drive improvements. We are looking for someone who is personable and a natural team player, who wants to develop their career with a company that saves customers lives.

The Shift Lead is responsible for the real time management of operator activities, ensuring the delivery of high quality service and achieving a 97.5% PCA (Percentage Calls Answered) target. This role plays a key part in motivating and engaging operators throughout the shift, providing clear communication, and offering ongoing support to ensure a positive and productive work environment. As the first point of contact for operators requiring assistance with calls, processes, or procedures, the Shift Lead provides expert guidance and ensures issues are resolved promptly. Additionally, the Shift Lead manages resource allocation, supports incident response, and escalates concerns to ERC Managers where necessary, ensuring smooth operations and effective team collaboration.

Real time management of operator activities and drive productivity throughout shift to achieve 97.5% PCA by focussing on real time management

Act as subject matter expert to support Customer Resolution Operators with any questions on processes/procedures.

Manage 24/7 cover of duty phone including:

• Action Engineer calls for schemes -Answer questions/requests from Independent Living Officers, Wardens etc
• Monitor ERC Shift Lead email inbox and complete necessary administrative tasks
• Complete handover forms and ensure effective handover, including a check of BT Architect Real time management of resource within 24 hour period including breaks to ensure effective cover to achieve 97.5%, raise any resource issues identified more than 24 hours away with ERC Managers, supporting with ways to remedy
• Allocation of shift tasks such as wellbeing calls/TC sense calls Complete regular reviews on parked calls to ensure these are actioned as per procedure
• Blocking faults where appropriate as per procedure and regular review of any blocked calls
• Lone worker reviews Implement BCPs/incident support where necessary, including line changes to support IT
• Liaise with IT and ARC provider to raise and resolve any technical issues
• Highlight any potential issues to ERC Managers and provide support in managing and resolving issues
• On call for 24/7 coverage
• Call handle in times of severe need
• Report any conduct issues to ERC Managers
• Role model behaviours to operators that align with TC values

Closing date: 18th February 2026