At a Glance
- Tasks: Lead a dynamic contact centre team and enhance patient care through effective coaching.
- Company: Join HealthHarmonie, a growing organisation dedicated to improving healthcare access.
- Benefits: Competitive salary, NHS discounts, 25 days leave, and excellent career progression.
- Other info: Comprehensive training provided; diversity and inclusion are at our core.
- Why this job: Make a real impact on patient experiences while developing your leadership skills.
- Qualifications: Strong communication skills and a desire to improve patient care.
The predicted salary is between 27748 - 27748 £ per year.
Contract: Temporary - 3 month secondment
Location: Birmingham, Edgbaston
Hours: 37.5 per week
Work Pattern: Monday to Sunday, working 5 days across a 7 day service
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
- 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
- Managing multiple inboxes
- Managing enquiries from clinicians
- Managing enquiries from wider teams including stakeholders
- Helping roll out new operational initiatives
- Support colleagues on/offshore and fully remote
- Prepare to undertake additional training
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
- 3 month secondment
- Temporary role
- 37.5 hours per week
- Location: Edgbaston, Birmingham (B15 3DP)
- Salary: £27,748
- 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 (Pro Rata)
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 - 3 month Secondment employer: HealthHarmonie
HealthHarmonie, as part of the Medinet Group, offers a dynamic and supportive work environment in Edgbaston, Birmingham, where employees are encouraged to grow and develop their skills. With a strong focus on employee wellbeing and a flexible 20-hour work week, this role provides an excellent opportunity for work-life balance while contributing to meaningful HR processes. The company fosters a collaborative culture that values confidentiality and professionalism, making it an ideal place for those seeking a rewarding career in HR.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader - 3 month Secondment
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like HealthHarmonie.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like HealthHarmonie. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Contact Centre Team Leader - 3 month Secondment
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to HealthHarmonie.
How to prepare for a job interview at HealthHarmonie
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in HealthHarmonie's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services HealthHarmonie offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
