Contact Centre Team Leader

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. Role & Responsibilities 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, which includes but not limited to: ·        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 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. About youPatient safety and satisfaction is at the core of everything we do, therefore our ideal candidate should embrace our core values by being compassionate, motivated, attentive, and displaying a high degree of integrity and sense of excellence. 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.The successful candidate must: ·        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·        Have an exceptional understanding of Call Centre processes.·        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. What we offer 24 hours per weekLocation: Edgbaston, Birmingham (B15 3BU)Salary: £25,000 ( pro rated to 24hrs)Incentive scheme - £250 quarterly bonusOngoing Support and TrainingExcellent Career Progressions – with many members of our management team having been promoted from within the companyPension SchemeNHS Employee DiscountsAnnual Salary Review20 days Annual Leave (pro rated) + 8 days Bank Holiday + 1 day additional per year of serviceFlexible workingShift pattern: Monday - Thursday 4pm - 8pm and Saturday 9am - 5pm ExpectationsThe successful candidate will have the potential to make a real impact to our organisation, through helping our patients and embarking on a fantastic career.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. 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. DiversityHealthHarmonie prides itself on being an equal opportunity employer committed to diversity and inclusion. We encourage applications from qualified candidates from a wide array of backgrounds because we know that it’s the differences in our people that make our company a better and more welcoming place to work.All of our roles require you to have an innovative thought process, a willingness to learn new skills, and they want to be in charge of your career by taking ownership of the role you are completing.