At a Glance
- Tasks: Lead a dynamic team in delivering exceptional patient care and support.
- Company: Join HealthHarmonie, a growing healthcare organisation in vibrant Birmingham.
- Benefits: Competitive salary, quarterly bonuses, NHS discounts, and 25 days annual leave.
- Other info: Comprehensive training provided, with excellent career progression opportunities.
- Why this job: Make a real impact on patient experiences while developing your career.
- Qualifications: Strong communication skills and a passion for patient care; experience preferred but not essential.
The predicted salary is between 22700 - 32800 € per year.
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 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 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 you
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
- 37.5 hours per week
- Location: Edgbaston, Birmingham (B15 3BU)
- Salary: £27,748
- 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
- 25 days Annual Leave + 8 days Bank Holiday
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.
Diversity
HealthHarmonie 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.
Contact Centre Team Leader employer: HealthHarmonie
HealthHarmonie Ltd is an exceptional employer located in the vibrant city centre of Birmingham, offering a dynamic work environment that prioritises patient care and employee development. With a strong commitment to diversity and inclusion, the company provides ongoing support and training, excellent career progression opportunities, and a comprehensive benefits package including a quarterly bonus, NHS employee discounts, and generous annual leave. Joining HealthHarmonie means becoming part of a dedicated team that values compassion, integrity, and excellence in delivering healthcare services across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader
✨Tip Number 1
Get to know the company! Research HealthHarmonie 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
Practice your communication skills. As a Contact Centre Team Leader, you'll need to demonstrate strong interpersonal skills. Role-play common scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and serious about joining the HealthHarmonie family.
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Show Your Passion for Patient Care:When writing your application, let your passion for patient care shine through. We want to see how you embody our core values of compassion and integrity, so share any relevant experiences that highlight your commitment to making a difference.
Tailor Your Application:Make sure to tailor your application specifically for the Contact Centre Team Leader role. Highlight your skills in coaching, problem-solving, and team management, as these are key to helping us deliver excellent patient care.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that make it easy for us to see your qualifications and experience. Avoid jargon and focus on what makes you a great fit for our team.
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 to join 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 a 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 operations, 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.
✨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.
