ILUNION is a leading Spanish business group and a global benchmark in social enterprise, operating as the commercial arm of the ONCE Social Group. The company operates across a vast range of sectors including hospitality, industrial laundry, facility management, senior care, and accessibility consultancy. With a workforce of over 35,000 people, it is one of Spain's largest employers, uniquely balancing commercial profitability with a social mission to create quality employment for people with disabilities.

Headquartered in Madrid, ILUNION maintains a massive footprint across the entire Spanish territory with hundreds of work centers in nearly every province. For international professionals, the company offers a deeply inclusive work environment and specialized opportunities in fields like digital accessibility, sustainability, and healthcare. It is an ideal choice for those seeking to work within a purpose-driven organization that is deeply integrated into Spanish social and economic life.

ILUNION was launched in 2014 as a unified brand to bring together the various business initiatives of the ONCE Social Group and its Foundation. It built upon decades of social entrepreneurship to create a competitive business model that prioritizes social inclusion and employment for people with disabilities.

For international professionals

ILUNION is the business group of the ONCE Social Group, making it one of the world's most significant social enterprise models.
The company manages one of Spain's largest hotel chains and industrial laundry networks, providing diverse opportunities in the tourism and service sectors.
It is a primary employer for specialists in digital accessibility and social inclusion, frequently hiring for technical and consultancy roles in Madrid.
With a presence in almost every Spanish province, it offers significant geographic flexibility for professionals looking to settle outside of Madrid or Barcelona.
The organization is a leader in diversity, with approximately 40% of its total workforce being people with disabilities.

ILUNION Vida Senior Teleoperator (M/F/D) with/without Disability (Bilbao)

ILUNION

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

Comprehensive management of telecare: Handling calls, following up with users, and activating resources, ensuring a safe, humane, and high-quality service.

Handle the initial call to the telecare service to verify and, if necessary, complete the file data, ensuring the system's operation and the accuracy of the data, following the established protocol and action guidelines.

Manage incoming calls (both from users and those automatically generated by the telecare system), assessing the situation and following the established protocol and action guidelines to act and mobilize resources.

Make outgoing calls to users, maintaining contact and fostering confidence in the service, following the protocol and action guidelines to prevent risk situations.

Manage information from outgoing calls following the protocol and action guidelines, detecting new needs of the user and the service to guarantee its provision.

Operate telematics tools that allow communication and call management, responding to the demands of telecare service users and following the established protocol and action guidelines.

Use communication techniques to enhance service delivery, considering protocols, regulations, and professional best practices, facilitating communication with users and organizations related to resource mobilization.

Ensure user satisfaction with the care received.

Handle crisis situations generated by the telecare service using psychosocial skill techniques to enable telephone assistance, following the protocol.

Notify the person in the supervision position of any relevant incident.

Preserve the confidentiality of data and information relating to users.

Safeguard and guarantee the confidentiality of the documentation and information handled.

Warmth and quality: Our purpose is eminently social; we provide well-being and quality of life to people. We work constantly on innovation and continuous improvement to respond to new socio-sanitary challenges, addressing the aging population and people in situations of dependency. "Always give a smile, perhaps someone might need it"

View original advert (Spanish)

Gestión integral de teleasistencia: Atención de llamadas, seguimiento a personas usuarias y activación de recursos, garantizando un servicio seguro, humano y de calidad.

Atender la primera llamada al servicio de teleasistencia para verificar y en su caso, cumplimentar los datos del expediente, garantizando el funcionamiento del sistema y la exactitud de éstos, siguiendo el protocolo y las pautas de acción establecidas.

Gestionar las llamadas entrantes (tanto de las personas usuarias, así como las producidas automáticamente por el sistema de teleasistencia), valorando la situación , siguiendo el protocolo y las pautas de actuación establecidas, para actuar y movilizar recursos.

Emitir las llamadas a las personas usuarias, manteniendo el contacto y fomentando la confianza en el servicio, siguiendo el protocolo y las pautas de actuación para prevenir situaciones de riesgo.

Gestionar la información de las llamadas emitidas siguiendo el protocolo y pautas de acción, detectando nuevas necesidades de la persona usuaria y del servicio, para garantizar la prestación del mismo.

Manejar las herramientas telemáticas que permitan la comunicación y gestión de llamadas, dando respuesta a las demandas de las personas usuarias del servicio de teleasistencia y siguiendo el protocolo y las pautas de actuación establecidas.

Utilizar técnicas comunicativas para favorecer la prestación de servicio, considerando los protocolos, normativa y buenas prácticas profesionales, facilitando la comunicación con las personas usuarias y los organismos relacionados con la movilización de recursos.

Asegurar la satisfacción de las personas usuarias con la atención recibida.

Afrontar las situaciones de crisis generadas por el servicio de teleasistencia empleando técnicas de habilidades psicosociales para permitir la atención telefónica, siguiendo el protocolo

Notificar a la persona en el puesto de supervisión cualquier incidencia relevante

Preservar la confidencialidad de los datos e información relativa a las personas usuarias.