Telemarketing Team Lead - Portadown

At Hidden Hearing, we believe in a world free from the stigma of hearing loss, where our patients feel empowered to take control of their hearing healthcare, and where we can help more people hear better. We imagine a world where our people wake up every day feeling inspired and end the day feeling fulfilled by the work that they do. Do you like the idea of helping others to access hearing healthcare? Do you take pride in your work? If the answer is yes, we really want to hear from you!

The central responsibilities of this role are:

• Team Leadership - Ensure personal and team KPI’s are kept at the required levels at all times to ensure organisation KPI’s are achieved. Lead, mentor and develop team members by using all the people development tools provided and in accordance with our values.
• Telemarketing - Manage all inbound and outbound calls and ensure weekly, quarterly and annual targets are met, Clinic Diaries are full, and all patients feel engaged with their hearing healthcare, and feel that their hearing healthcare needs are being met. Our expectation is for our Telemarketing Team Lead to complete 80+ calls per day whilst ensuring that team ‘Call Quality’ is improved and then maintained through continuous call listening both live and recorded calls and provide developmental feedback to team members on a weekly basis.
• Diary Management – Ensure all online Diary Management system notes and call statuses are correct, accurate and up-to-date.
• Brand Ambassador - Representing Hidden Hearing, you will uphold our core values on a daily basis by consistently delivering a phenomenal patient care experience to all inbound and outbound calls that we, as the modern hearing care experts, have been providing for almost 40 years.

This role is based in our Contact Centre team in our Portadown Office in Craigavon. At Hidden Hearing, we are dedicated to each of our employee's wellbeing; we will listen to you, help you live an engaged work life, and will treat you with respect and fairness.

Hidden Hearing is an equal opportunities employer. If you have any particular requirements, we will ensure any reasonable accommodations are implemented as part of the recruitment and selection process. We value diversity, equity and inclusion in our workplace and want to ensure that all applicants have the same opportunity regardless of gender, civil status, family status, sexual orientation, age, disability, race, religious belief, political opinion or membership of the traveller community.

We in Hidden Hearing Ireland have provided hearing health care across the island of Ireland for over 35 years. We combine the latest technology with the highest standards of professional hearing care. We do this by understanding our purpose and living our values. Our commitment to employee engagement is achieved by creating a culture and environment where everyone can harness their unique talents, develop their strengths, and deliver a phenomenal experience for both our internal customers and our patients.

Our team is made up of audiologists, wax removal technicians, clinic coordinators, telemarketing assistants, customer services, finance and operations, HR, L&D & Compliance as well as Marketing. We are committed to Diversity, Equity and Inclusion and respect difference, we can do this because we have one shared purpose – to provide life changing hearing health care. That has been our sole focus for over 35 years.