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- Tasks: Lead a dynamic contact centre team to enhance patient care and support agents.
- Company: HealthHarmonie Ltd, a fast-growing healthcare organisation in Birmingham.
- Benefits: Competitive salary, quarterly bonuses, NHS discounts, and flexible working hours.
- Why this job: Make a real impact on patient experiences while developing your career in healthcare.
- Qualifications: Strong communication skills, IT knowledge, and a passion for improving patient care.
- Other info: Comprehensive training provided, with excellent career progression opportunities.
The predicted salary is between 20000 - 30000 £ per year.
Overview
Reviewing Clinics and capacity to understand actions that need to be taken by the contact centre agents. Monitoring call and SLA performance, tracking DNA (no-show) rates, coaching and supporting the contact centre team, managing complaints, assisting the team with booking, and coordinating communications for clinicians and the management team. As the main point of contact and voice of the business, you will support the OOH Call Centre Manager and coach your team to shape our patients' experience with respect, dignity, and empathy. The role may be challenging at times in a high-pressure, targeted call centre environment.
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 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
- Reviewing Clinics and capacity to understand actions that need to be taken by the contact centre agents
- Call & SLA Monitoring
- Monitoring DNA rates (no-shows for pre-booked appointments)
- Coaching and supporting the team of contact centre agents
- Managing complaints
- Assisting the team with booking
- Coordinating communications for clinicians and the management team
- Being the main point of contact and voice of the business to support the OOH Call Centre Manager and coach the team
Requirements / Qualifications
- Be driven with a key desire and attitude to improve business and patient care
- Open communication and be a strong team player
- Strong knowledge of IT systems
- 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
- Innovative thought process and willingness to learn new skills; take ownership of the role
- Willingness to undergo a DBS check (where applicable) and provide the right to work documentation
Salary & Benefits
- Salary: £25,000 (pro rated to 24hrs)
- Incentive scheme - £250 quarterly bonus
- Ongoing Support and Training
- Excellent Career Progressions
- Pension Scheme
- NHS Employee Discounts
- Annual Salary Review
- 20 days Annual Leave (pro rated) + 8 days Bank Holiday + 1 day additional per year of service
- Flexible working
- Shift pattern: Monday - Thursday 4pm - 8pm and Saturday 9am - 5pm
Expectations
The 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.
Contact Centre Team Leader in Birmingham employer: Healthharmonie Ltd
Contact Detail:
Healthharmonie Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader in Birmingham
✨Tip Number 1
Get to know the company! Research HealthHarmonie and understand their mission in patient care. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Contact Centre Team Leader, you'll need to convey information clearly and empathetically. Role-play with a friend or family member to get comfortable with potential scenarios you might face.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully handled complaints or improved processes. Be ready to share these during your interview to demonstrate your capability.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining the HealthHarmonie family.
We think you need these skills to ace Contact Centre Team Leader in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in call centre management and patient care. We want to see how your skills align with our mission at HealthHarmonie!
Showcase Your Coaching Skills: Since coaching is a big part of the role, share specific examples of how you've supported and developed team members in previous positions. We love seeing how you can uplift others!
Highlight Problem-Solving Abilities: In a high-pressure environment like ours, effective problem-solving is key. Include instances where you've successfully navigated challenges or improved processes in your past roles.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your details and get to know you better!
How to prepare for a job interview at Healthharmonie Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Centre Team Leader. Familiarise yourself with call centre processes, SLA monitoring, and how to manage complaints effectively. This knowledge will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Coaching Skills
Since coaching is a key part of this role, prepare examples of how you've successfully supported and developed team members in the past. Think about specific situations where your guidance led to improved performance or morale. This will show that you can lead and inspire your future team.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you approach problem-solving in a high-pressure environment. Prepare a couple of scenarios where you had to make quick decisions or resolve conflicts. Highlight your logical thinking and ability to follow protocols while still being adaptable.
✨Emphasise Patient-Centred Service
HealthHarmonie values patient care, so be prepared to talk about your commitment to providing excellent service. Share experiences where you prioritised patient needs and how you would ensure your team does the same. This will align your values with those of the organisation.
