Location: Wulvern House, Crewe
Lead a Team That Makes a Difference Every Day
At Baywater Healthcare, we're committed to improving lives through outstanding home healthcare services. Every day, our teams support thousands of patients across the UK, helping them receive the care and equipment they need to live safely and independently.
We're looking for an experienced Healthcare Helpline Team Leader to join our Healthcare Helpline team. This is an exciting opportunity for a customer-focused leader who enjoys developing people, driving performance, and delivering exceptional service in a fast-paced healthcare environment. The successful candidate will lead a team of advisers, ensure operational performance targets are achieved, and support the wider strategic objectives of the department.
What You'll Be Doing
- Lead, motivate and develop a team of Healthcare Helpline Advisors.
- Ensure inbound call service levels and operational KPIs are consistently achieved.
- Support the day-to-day management of workloads and priorities across the team.
- Conduct regular supervision and performance discussions with team members.
- Assist with recruitment, onboarding and development of new colleagues.
- Manage staffing levels to ensure excellent service coverage during business hours.
- Produce reports and performance information for the management team.
- Support the resolution of customer queries and complaints.
- Drive continuous improvement and promote best practice across the team.
- Work collaboratively with colleagues across the wider business to deliver outstanding patient and customer service.
What We're Looking For
We're keen to hear from candidates who can demonstrate:
Essential
- Previous team leadership or people management experience.
- Strong coaching, performance management and people development skills.
- Excellent communication and interpersonal skills.
- Strong organisational and planning abilities.
- A proactive, positive and resilient approach.
- Ability to work effectively in a fast-paced, customer-focused environment.
- Strong IT skills, including Microsoft Office applications.
Desirable
- Experience working within healthcare, patient services, customer service or contact centre environments.
- Experience supporting operational improvement projects.
- Strong problem-solving and analytical skills.
- Experience working across multiple systems and databases.
Why Join Baywater Healthcare?
At Baywater Healthcare, our people are at the heart of everything we do. We foster a supportive environment where colleagues are empowered to grow, develop and make a meaningful impact.
- Customer Focus
- Always Be Caring
- Growth
- Lead the Way
- Make It Happen
Proud member of the Disability Confident employer scheme
Helpline Team Leader – 12 month Fixed Term Contract
Company: Baywater Healthcare Salary: £29,500 to £29,500 a year Hours: Full-time Location: Crewe,, CW1 6GW Working pattern: On-site Job type: Contract Posting date: 6 Nov 2026 Closing date: 22 Nov 2026
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Helpline Team Leader - 12 month Fixed Term Contract in Crewe employer: Baywater Healthcare
Baywater Healthcare is an excellent employer, offering a supportive work culture that values teamwork and safety. With opportunities for personal growth and development, employees can thrive in a dynamic environment while enjoying the flexibility of part-time hours at our Hull Depot. Join us to make a meaningful impact in healthcare while benefiting from a role that fits your lifestyle.
