Job summary
The
Role :Reporting to the Call Centre Manager, the Team
leader, is responsible for the 24/7 management of Call Centre Operations
overseeing a multi-disciplinary workforce.
You will be responsible for identifying and focusing on levels of
operational service delivery and implementing contingencies to ensure that
quality is maintained and standards and response times are met.
Main duties of the job
You should have shift
management experience preferably in a call centre environment, with
excellent communications skills, the ability to work under
pressure and produce and analyse statistical data. Your role will include:
- Monitoring the workload
and ensuring that cases are dealt with within the appropriate times with the
cooperation of other colleagues.
- Supervision of Call Centre staff to
include 121s, development needs and absence monitoring.
- Managing
the appointment books for patient face to face appointments and home visits.
- Maintaining and updating our
database.
- Communicating with Clinicians and Drivers on home
visits with regards to location, workload and timescales
- Follow
all escalation measures as per protocol
- Being responsible out of hours for managing the
Disaster Recovery processes (
The
Person we are looking for a highly organised individual with the following
skills:
- Call handling or phone-based customer service
experience.
- An excellent telephone manner, with strong
communication and interpersonal skills.
- Proven supervisory experience.
- Good geographical knowledge of the local area is desirable.
- Ability to manage a high volume of workload in a
high pressure environment.
- Ability to prioritise and work on your own
initiative, and as part of a team.
- Discretion and integrity with the ability to handle
confidential information.
- Experience of working across multiple computer
platforms and using data systems.
- Good working knowledge of MS Office.
About us
About us: Shropdoc is a not-for-prot company established in
1996. Our core services include Out of Hours (OOH) GP care, urgent care triage,
home visiting, and face-to-face clinical services. We work collaboratively with
NHS partners and other health and care organisations to ensure patients receive
safe, responsive, and high-quality care when their usual GP practice is closed
or when urgent support is needed.
Shropdocs mission is to keep the patient at the heart of all that we do. We aim to
achieve excellence in the care we offer to our patients, providing a safe and
high-quality service that is easily accessible. We care about our team of over
200 colleagues. We strive to provide quality patient care, a working community
with integrity and kindness, and are committed to continually developing our
staff. Our vision and values of Community, Quality, Kindness, Integrity, and
Development are at the heart of all that we do, enabling us to achieve the best
outcomes for patients and for our colleagues.
Job description
Job responsibilities
The
main purpose of the role will be to manage the Call Centre operations overseeing staff who work shifts
over a 24/7 rota pattern. You will be
responsible for identifying and focusing on operational levels ensuring that
standards and response times are met, delivering a high quality service and
cohesive team working to support. The
postholder will be responsible for managing crises during escalation and
disaster recovery situations. This is a multi-skilled role which involves crossing between Out of Hours and In
Hours. During the out of hours period the Team Leader will be the Responsible Person for Health and
Safety. The full Job Description is attached as a supporting file.
Job description
Job responsibilities
The
main purpose of the role will be to manage the Call Centre operations overseeing staff who work shifts
over a 24/7 rota pattern. You will be
responsible for identifying and focusing on operational levels ensuring that
standards and response times are met, delivering a high quality service and
cohesive team working to support. The
postholder will be responsible for managing crises during escalation and
disaster recovery situations. This is a multi-skilled role which involves crossing between Out of Hours and In
Hours. During the out of hours period the Team Leader will be the Responsible Person for Health and
Safety. The full Job Description is attached as a supporting file.
Person Specification
Personal Attributes
Essential
- Excellent negotiation and listening skills.
- Ability to build trusted. working relationships .
- People management skills: persuasion, negotiation and appropriate authoritative influence.
- Positive and pro-active approach to work and change.
- Reliable and resourceful.
- Empathetic and caring.
- Must be self-motivated with a can-do attitude and ability to work and deliver under pressure.
- Must be flexible with covering for staff absence as required.
Desirable
- Innovative and creative approach.
- An understanding an appreciate of safeguarding, but training given.
Experience
Essential
- Experience in a customer service or call centre role, with experience in a supervisory or team leader capacity.
- Proven ability to manage, motivate, and develop teams to meet performance targets and deliver excellent customer service.
- Good all round organisational and leadership skills with a problem-solving ability.
- Ability to deal with a busy working environment with various demands and escalations.
- Strong verbal and written communication skills, including the ability to convey information clearly and effectively to patients, professionals and team members.
Desirable
- Familiarity with key performance indicators (e.g., Average Handle Time, First Call Resolution, Customer Satisfaction Scores) and how to improve them.
- Previous experience of using bespoke systems (ie: RotaMaster, Adastra, EMIS).
- Knowledge of the Working Time Directive Regulations.
- Experience in monitoring and managing call centre performance, including setting goals, conducting reviews, and ensuring KPI targets are met.
Qualifications
Essential
- A good standard of Education.
Desirable
- Business Administration qualification.
- Customer service qualification.
Person Specification
Personal Attributes
Essential
- Excellent negotiation and listening skills.
- Ability to build trusted. working relationships .
- People management skills: persuasion, negotiation and appropriate authoritative influence.
- Positive and pro-active approach to work and change.
- Reliable and resourceful.
- Empathetic and caring.
- Must be self-motivated with a can-do attitude and ability to work and deliver under pressure.
- Must be flexible with covering for staff absence as required.
Desirable
- Innovative and creative approach.
- An understanding an appreciate of safeguarding, but training given.
Experience
Essential
- Experience in a customer service or call centre role, with experience in a supervisory or team leader capacity.
- Proven ability to manage, motivate, and develop teams to meet performance targets and deliver excellent customer service.
- Good all round organisational and leadership skills with a problem-solving ability.
- Ability to deal with a busy working environment with various demands and escalations.
- Strong verbal and written communication skills, including the ability to convey information clearly and effectively to patients, professionals and team members.
Desirable
- Familiarity with key performance indicators (e.g., Average Handle Time, First Call Resolution, Customer Satisfaction Scores) and how to improve them.
- Previous experience of using bespoke systems (ie: RotaMaster, Adastra, EMIS).
- Knowledge of the Working Time Directive Regulations.
- Experience in monitoring and managing call centre performance, including setting goals, conducting reviews, and ensuring KPI targets are met.
Qualifications
Essential
- A good standard of Education.
Desirable
- Business Administration qualification.
- Customer service qualification.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
