Contact Centre Team Leader – Health Assessments

Hybrid Working / Epsom (2 day per week, minimum) | Customer | Permanent | Full-Time | Grade 8

Competitive salary, starting from £28K

37.5 hours per week

Nuffield Health is the charity that’s building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes – we’ll do whatever it takes to look after the UK’s wellbeing. It starts with passion and commitment to quality. It starts with you.

We are excited to be looking to recruit into our Health Assessments Centralised Booking Team within the Customer Service Centre. This team is a well-established team supporting the Health Assessments services offered to our extinguished Corporate and self-pay clients.

The successful candidate will be managing a team of 12-15 agents, working closely our strategic account co-ordinators and capacity management teams to service our beneficiaries, securing their appointments and supporting their journey.

Working to Key Performance Targets this team is focused on daily revenue and service level targets to ensure we meet our key objectives. Delivering a best-in-class service is the priority of this team.

We are looking for someone who is a natural leader, self-motivated, strong sales acumen, committed to people management and development and works well within a team environment. Problem solving and a structured approach will stand you in good stead for this challenging but rewarding role.

Although this is an existing team you will be key in developing new processes, identifying new opportunities, and having a positive impact on meeting our goals to deliver a healthier nation..

As a Contact Centre Team Leader, you will bring the ability to manage work-streams to agreed service levels and individuals to achieve personal KPI targets as well as leadership and influencing skills. You will have a continuous improvement approach, be able to respond well to change and be capable of contributing positively to a growing and evolving department.

As our Contact Centre Team Leader, you will:

· Support the Senior Customer Operations Manager to achieve the departmental targets through effectual and efficient leadership of your contact centre team of coordinators.

· Review current process’ and ensure resource is effectively managed towards budgetary requirements.

· Support, develop and coach your team, balancing performance, and productivity to ensure a well-rounded team.

· Evaluate and highlight any potential areas of improvement and apply preventative planning to resolve.

· Work together with the other team leaders to achieve, SLA and revenue targets for the department.

· Develop strategies together with the Quality and Training team, to ensure progression and developmental plans for coordinators are appropriate and training scheduled are planned.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more.

At Nuffield Health, we take care of what’s important to you.

Join Nuffield Health and create the future you want, today.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role.