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- Tasks: Lead a dynamic team to enhance patient care and support contact centre operations.
- Company: Join HealthHarmonie, a growing healthcare organisation in vibrant Birmingham.
- Benefits: Competitive salary, quarterly bonuses, NHS discounts, and excellent career progression.
- Why this job: Make a real difference in patient experiences while developing your leadership skills.
- Qualifications: Strong communication skills and a passion for improving patient care.
- Other info: Flexible hours with ongoing training and support in a fast-paced environment.
The predicted salary is between 15000 - 25000 £ per year.
HealthHarmonie Ltd is a fast-paced, growing organisation that operates from the vibrant city centre of Birmingham. Established in ****, the company has grown with the ever-changing healthcare industry and developed its presence across 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.
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 is 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.
Patient 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 in 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 week
- Location: Edgbaston, Birmingham (B15 3BU)
- Salary: £25,000 (pro rated to 24hrs)
- Incentive scheme - £250 quarterly bonus
- Ongoing Support and Training
- Excellent Career Progressions - with many members of our management team having been promoted from within the company
- Pension Scheme
- NHS Employee Discounts
- Annual Salary Review
- 20 days Annual Leave (pro rated) + 8 days
Contact Centre Team Leader in Birmingham employer: HealthHarmonie
Contact Detail:
HealthHarmonie 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 Ltd and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals.
✨Tip Number 3
Prepare for the interview by practising common questions related to call centre management. Think about how you would handle specific scenarios, especially those involving patient care and team dynamics.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Contact Centre Team Leader in Birmingham
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for patient care shine through. We want to see that you genuinely care about making a difference in people's lives, so share any relevant experiences or motivations that drive you.
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Team Leader role. Highlight your experience in call centre management and any skills that align with our values, like compassion and teamwork. We love seeing how you fit into our culture!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the heart of your qualifications and experiences.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the HealthHarmonie family!
How to prepare for a job interview at HealthHarmonie
✨Know the Company Inside Out
Before your interview, take some time to research HealthHarmonie Ltd. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Showcase Your Leadership Skills
As a Contact Centre Team Leader, you'll need to demonstrate your ability to coach and support your team. Prepare examples from your past experiences where you've successfully led a team, resolved conflicts, or improved performance. Be ready to discuss how you can apply these skills at HealthHarmonie.
✨Emphasise Patient-Centred Care
Since patient safety and satisfaction are at the core of HealthHarmonie's values, be prepared to discuss how you prioritise patient care in your work. Share specific instances where you've gone the extra mile for patients or improved service quality in a previous role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and decision-making abilities. Think about potential challenges you might encounter in a call centre environment and how you would handle them. Practising these scenarios can help you feel more confident during the interview.
