Call Centre Team Leader

Call Centre Team Leader (Senior CCPA)

1 year FTC

£29,000 + £1,500 shift allowance

Bionical Health are a UK and US based pharmaceutical and healthcare business based in Willington, South Derbyshire. At Bionical we pride ourselves on giving the very best care to our patients and clients. We’re super proud of our 99% satisfaction score for our nurse-led services!

We are on the hunt for an all-important call centre team leader to work within our head office in Willington, Derbyshire.

You will need to be flexible to accommodate shift patterns – One shift will be a morning and one will be evening, rotating, with the flexibility to work some (not all) weekends - You will be flexible to work between Monday to Sunday the hours of 7am - 10pm. 4 on 4 off 12-hour shifts, on call shifts and over time to cover other Senior absence

WHAT IS THE JOB?

Key Responsibilities:

· Leading and managing a team of 5 Contact Centre Patient Advisors who are accountable for providing a Single Point of Access Service (“SPA”) to the Health Outcomes business, including its patients, customers, and staff.

· Delivering high levels of customer service and high-quality, engaging, and effective communication with Health Outcomes’ patients, customers, and staff.

· Working closely with the Resource Planning Managers, support the implementation and monitoring of a strategic plan to achieve improved resourcing and scheduling of patient visits.

· Ensuring the achievement of contractual key performance indicators for the SPA Team related to the planning and scheduling of patient visits and high levels of customer service (e.g., call-handling), quality and compliance within the SPA.

· Providing the SPA Team with clear direction and coaching. Set expectations and monitor the performance and quality of output of the Team and individual Team members.

· Delivering high levels of customer service and high-quality, engaging, and effective communication with Health Outcomes’ patients, customers, and staff.

· Driving an understanding and passion for improving patient outcomes within the SPA Team.

· Supporting other teams within the department.

· Ensuring effective collaboration with the Operations Teams within Health Outcomes and Head Office Functions recognising the importance and value of Teamwork across the business in order to ensure timely service delivery and drive improved ways of working.

· Inviting and acting upon feedback and views from all relevant stakeholders.

· Motivating and inspiring the SPA Team to excel in their roles, supporting their progress and development.

· Displaying and promoting the company’s values, establishing a culture of professionalism, integrity inclusivity, transparency, compliance, and continuous improvement

WHO ARE YOU?

· Strong people management skills – ability to inspire, motivate and bring people with you (essential)

· Experience of delivering high levels of internal and external customer service (essential)

· Health industry and patient-scheduling experience (preferred)

· Track record of meeting key performance indicators (essential)

· Emotional intelligence to successfully collaborate with a wide range of stakeholders (essential)

· Excellent communication skills, verbal and written (essential)

· Good problem-solving and decision-making skills (essential)

· Ability to work under pressure and within time constraints (essential)

· Pro-active, shows initiative (essential)

· Attention to detail (essential)

· Flexible, ability to adapt and thrive (essential)

· Good knowledge scheduling (essential)

So, if you are looking for a new challenge where you can make a real difference to patients’ lives, then this call centre team leader (Senior CCPA) role could be the next step for you!

At Bionical Health, we value having a diverse workforce and welcome applications from anyone able to demonstrate their suitability for the role. We recruit without regard to age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

Bionical Health is committed to safeguarding and promoting the welfare of children and young people and adults at risk. We are committed to recruiting candidates who share this commitment and therefore we apply robust recruitment and selection procedures to ensure that the people selected are suitable and that all candidates are subject to appropriate pre-employment checks.