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Head of Emergency Resolution Centres

Nov 03, 2020

Head of Emergency Resolution Centres

As part of the AXA Group, Taking Care provides around the clock support to over 70,000 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 a Head of Emergency Resolution Centres to join our Senior Leadership Management team (SLT). This is a new and critical role to the success of Taking Care and its’ ambitions for growth.

This role will drive the strategic leadership and operational management of our Emergency Resolution Centres in Devon and Chichester, ensuring the delivery of an effective and compassionate service to our customers on a 24/7 basis. You will have 2 direct reports, with an overall responsibility for 100+ staff.

You will be expected to raise the profile of this critical part of our business to ensure future strategic alignment, high operational performance, and agility of delivery in a fast-changing environment.

You will represent the strategy and requirements of the Emergency Resolution Centres within the SLT and be a proactive participant and contributor to SLT’s strategic developments.

You will be a role model for staff, delivering strong communication skills throughout the business and have experience of developing a culture of embracing business change and success. You will be responsible for ensuring there is effective management support for proactive and positive performance management, overseeing a culture of continuous improvement.


As Head of Emergency Resolution Centres, you will:

  • Design and deliver the Emergency Resolution Strategy to ensure the function is aligned to Taking Care’s strategic plans for growth; increasing customer choice; and operating across a range of B2C and B2B channels.
  • Create a culture of high performance and efficiency.
  • Meet and engage with prospective clients and customers to ensure the effective delivery of ERC activities, including during Local Authority/Housing Association tenders, implementation meetings and reviews.
  • Be involved in pre-tender design activities to ensure the requirements of ERC support are correctly evaluated and supported.
  • Ensure the effective production of performance monitoring MI.
  • Ensure the effective delivery of workforce planning and scheduling; and the delivery of appropriate resource levels to meet current and predicted future ERC requirements.
  • Represent the ERC’s requirements and perspective in new product and service design discussions and launch activities.
  • Lead the pace of change and ensure the team has capacity and capability to manage business change.
  • Influence and role model cultural change.
  • Oversee the successful launch and embedding of “non-emergency” activities in line with company strategy.
  • Consider opportunities to move key activities from an “emergency” basis to a “preventative” basis.
  • Ensure that all members of the ERC Team are appropriately trained and supported for the role that they are required to undertake.
  • Oversee the delivery of all Telecare Services Association (TSA) standards to ensure ERC compliance with the TSA Quality Standards Framework (QSF).
  • Ensure effective support and training mechanisms are in place to allow ERC Team Members to successfully operate across a wider range of alarm devices and portals.
  • Oversee the production, updating, and implementing of a comprehensive Business Continuity Plan.
  • Be responsible for accurate budgeting and forecasting for the ERC function.
  • Provide Senior Leadership support and input to ensure the effective delivery of Taking Care’s Business Plan, including delivery of PBT.
  • Identify any additional resilience or system upgrade requirements, in line with the lifesaving 24/7 nature of the service being provided by the ERC Team.


Skills required in addition to those outlined above:

  • Operational experience of managing a contact centre.
  • Proven leadership of high performing teams.
  • Evidence based decision making.
  • Contact Centre Management – knowledge of resource planning and performance enablers.
  • Ability to travel including overnight stays on occasions.
  • Be a decision maker with the proven ability to understand and interpret the operating environment & formulate business strategy to implement improvements in efficiency, productivity and service excellence.
  • Have the ability to work within a fast-paced environment.



  • Health and social care industry experience.
  • Previous experience of operating at a strategic and senior level.
  • Able to design and understand the operation of Workforce Planning Models.
  • Experience of 24/7 operations.


Salary:  Negotiable depending on relevant experience.

For the full job description please email

Please apply via Indeed with your CV and a covering letter and ensure you complete all the questions and the assessments.


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