At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service in a contact centre.
- Company: Join Lloyds Clinical, a leader in patient services and healthcare.
- Benefits: Full-time role with potential for contract extension and career growth.
- Other info: Collaborative environment focused on quality standards and team performance.
- Why this job: Make a real impact on patient experiences while developing your leadership skills.
- Qualifications: Experience in people management and contact centre operations required.
The predicted salary is between 29700 - 36300 £ per year.
Are you passionate about delivering exceptional customer service and leading teams to success? Lloyds Clinical are recruiting for a Contact Centre Assistant Manager to join our dynamic Patient Services team, leading and monitoring the daily operations of the contact centre. This is a pivotal role where you will ensure optimal team performance, adherence to quality standards and enhancement of the patient experience.
Key responsibilities:
- Manage and monitor contact centre and team performance to deliver KPIs, targets, quality standards and outcomes.
- Manage and monitor contact centre workload plan, ensuring optimal performance and KPI achievement.
- Manage and develop the performance and potential of the team.
- Manage and monitor team’s adherence to all governance, risk, compliance and quality standards and expectations.
- Develop strong stakeholder relationships to improve patient services and develop operational insights.
This is a fixed term contract for 6 months with potential to extend.
To be successful in this position, we are looking for:
- Strong experience in people management.
- Experience within a contact centre particularly within a healthcare/patient focused environment.
- Willingness to work collaboratively with others, both within and outside the contact centre, to achieve common goals.
- Adhering to a high standard of integrity, professionalism, and confidentiality in all interactions.
- Ability to quickly identify issues and develop practical solutions in a timely manner.
- Capability to think critically and make informed decisions under pressure.
- Proven ability to prioritise work based on need/demand.
- Strong interpersonal skills with the ability to grow, lead and motivate a team and manage stakeholder relationships.
- Skill in utilising contact centre technology and analytics tools to monitor and evaluate team performance.
- A strategic and analytical mindset.
Research has shown people from minority groups are less likely to apply for a role unless they meet 100% of the criteria. If you think you could be a good fit for the role but don’t meet all of the criteria, please continue to submit an application for us to review.
Contact Centre Assistant Manager in Harlow employer: Lloyds Clinical
Lloyds Clinical is an exceptional employer that prioritises employee development and a collaborative work culture, making it an ideal place for those passionate about healthcare and customer service. Located in London, the company offers a dynamic environment where you can lead a dedicated team, enhance patient experiences, and achieve meaningful outcomes while enjoying opportunities for professional growth and a supportive atmosphere.
