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.
You should have proven shift management experience preferably in a call centre environment, along with excellent communications skills in order to deal with a diverse audience. You will have the ability to work under pressure and produce and analyse statistical data. Your role will include:-
- Monitoring the Centre’s workload and ensuring that cases are dealt with within the appropriate times with the cooperation of the clinical workforce and Call centre staff.
- Supervision of Call Centre staff to include 121’s, development needs and absence monitoring.
- Managing the appointment books for patient face to face appointments and home visits alongside the Despatch team.
- Maintaining and updating our database accurately
- Communicating with Clinician’s and Drivers on home visits with regards to location, workload and timescales
- Follow all escalation measures as per protocol when necessary
- Being responsible out of hours for managing the Disaster Recovery processes (system downtime/evacuation).
The Person: We are looking for a highly organised individual with proven supervisory experience together 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 Telford, Shropshire and Powys 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 Microsoft Office.
- Although not essential, experience gained in either a healthcare setting, Call Centre or in a hospitality environment, would be advantageous
Flexibility is key, as the role is out-of-hours hours. If you are ready to make an impact in a crucial role supporting Shropdoc’s clinical services, we encourage you to apply.
WHAT WE OFFER:
- Competitive salary and benefits package: Enjoy a comprehensive benefits to include access to the NHS Pension Scheme, cycle to work scheme, flexible working arrangements, 25 days holiday, rising to 27 with length of service, contractual sick pay, Employee Assistance health programme (Paycare), paid compassionate leave.
- A supportive and inclusive work environment: Join a team that values collaboration, innovation, and personal growth with regular one-to-one sessions.
- Career growth: Full on the job training provided with the opportunity to develop your career with professional development opportunities.
- Work-life balance: We understand the importance of work-life balance and will discuss hours with the successful candidate.
How to Apply: If you are looking for a rewarding job opportunity, we want to hear from you!
A full application pack is available to download from our website (www.jobs.shropdoc.org.uk). Applications forms together with a covering letter should be submitted to recruitment@shropdoc.nhs.uk.
Job Type: Permanent
Pay: £14.20 per hour
Expected hours: 34 per week
Benefits:
- Bereavement leave
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
Work Location: In person
Application deadline: 27/06/202
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