Contact Centre Team Leader

HealthHarmonie

This job is now closed

Job summary

Due to the ongoing expansion of the business, we are looking for a bright, highly motivated candidate to join our diverse team of professionals who is focused on providing patient-centred service.

Main duties of the job

Reviewing Clinics and capacity to understand actions that need to be taken by the contact centre agents
Call & SLA Monitoring
Monitoring DNA rates (the number of patients who do not attend pre-booked appointments)
Coaching and supporting the team of contact centre agents
Managing Complaints
Assisting the team with booking
Coordinating communications for clinicians and management team

About us

HealthHarmonie Ltd is a fast paced, growing organisation that operates from the vibrant city centre of Birmingham. Established in 2003, the company has grown with the ever-changing healthcare industry and developed its presence across all the UK. We work in partnership with several NHS Clinical Commissioning Groups nationwide to provide patients with access to community services closer to their home.

By joining the HealthHarmonie family you will be a part of the fundamental infrastructure needed to deliver excellent patient care across the UK.

Date posted

12 January 2024

Pay scheme

Other

Salary

£25,000 a year Pro-rated to 24 hours

Contract

Permanent

Working pattern

Part-time

Reference number

U0024-24-0006

Job locations

Harborne Court

67-69 Harborne Road

Birmingham

West Midlands

B15 3BU

Job description

Job responsibilities

As the main point of contact and voice of the business, you will play a very crucial role in supporting the OOH Call Centre Manager and coaching your team to shape our patients experience, ensuring that they feel treated with respect, dignity, and empathy. The role may be challenging at times as it requires diplomacy and the ability to stay focused and flexible in a high pressure, targeted call centre environment.

What we offer

24 hours per week
Location: Edgbaston, Birmingham (B15 3BU)
Salary: £25,000 (pro rated to 24hrs)
Incentive scheme - £250 quarterly bonus
Ongoing Support and Training
Excellent Career Progressions with many members of our management team having been promoted from within the company
Pension Scheme
NHS Employee Discounts
Annual Salary Review
20 days Annual Leave (pro rated)+ 8 days Bank Holiday + 1 day additional per year of service
Flexible working
Shift pattern: Monday - Thursday 4pm - 8pm and Saturday 9am - 5pm

Job description

Job responsibilities

What we offer

24 hours per week
Location: Edgbaston, Birmingham (B15 3BU)
Salary: £25,000 (pro rated to 24hrs)
Incentive scheme - £250 quarterly bonus
Ongoing Support and Training
Excellent Career Progressions with many members of our management team having been promoted from within the company
Pension Scheme
NHS Employee Discounts
Annual Salary Review
20 days Annual Leave (pro rated)+ 8 days Bank Holiday + 1 day additional per year of service
Flexible working
Shift pattern: Monday - Thursday 4pm - 8pm and Saturday 9am - 5pm

Person Specification

Experience

Essential

This role will be subject to a successful Disclosure and Barring Service (DBS) certificate (paid by HealthHarmonie) and the provision of your right to work documentation.
Your first week with us will involve a comprehensive training programme which will provide you with the skills to be successful in the role. This training is a vital part of the start of your career with us and you will need to commit to full attendance during this time.
Be driven with a key desire and attitude to improve business and patient care
Have open communication and be a strong team player
Strong knowledge of IT systems
Effective problem-solving skills driven by correct protocol decision making
Strong organisational skills
High level of interpersonal skills
Logical process driven thinker
Ability to analyse situations to enhance quality and the service.

Desirable

While previous experience in Call Centre Management or Call Centre Performance would be preferable, we would welcome your application and invest on your training if you are willing and eager to go the extra mile for others and take pride in your work.
Have an exceptional understanding of Call Centre processes.

Person Specification

Experience

Essential

This role will be subject to a successful Disclosure and Barring Service (DBS) certificate (paid by HealthHarmonie) and the provision of your right to work documentation.
Your first week with us will involve a comprehensive training programme which will provide you with the skills to be successful in the role. This training is a vital part of the start of your career with us and you will need to commit to full attendance during this time.
Be driven with a key desire and attitude to improve business and patient care
Have open communication and be a strong team player
Strong knowledge of IT systems
Effective problem-solving skills driven by correct protocol decision making
Strong organisational skills
High level of interpersonal skills
Logical process driven thinker
Ability to analyse situations to enhance quality and the service.

Desirable

While previous experience in Call Centre Management or Call Centre Performance would be preferable, we would welcome your application and invest on your training if you are willing and eager to go the extra mile for others and take pride in your work.
Have an exceptional understanding of Call Centre processes.

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.