At a Glance
- Tasks: Lead a dynamic team in a 24/7 contact centre, ensuring top-notch service and performance.
- Company: Join Local Care Direct, a caring non-profit social enterprise dedicated to health services.
- Benefits: Enjoy NHS discounts, comprehensive training, and a supportive work environment.
- Other info: Flexible shifts, predominantly evenings and weekends, with great career growth opportunities.
- Why this job: Make a real difference in healthcare while developing your leadership skills.
- Qualifications: Experience in staff supervision and training is essential.
The predicted salary is between 28800 - 42000 £ per year.
We are currently seeking Contact Centre Team Leaders to join our dedicated team based at our Bradley Contact Centre, playing a vital role in ensuring patients receive safe, timely and compassionate care.
What the Role Offers
This is a varied and rewarding role where no two shifts are the same. You will work as a key member of the Contact Centre Management team, supporting the smooth and safe flow of patients through our services.
This is a supervisory level role working within the Contact Centre and reporting to the People Service Manager within Medical Services Operations. The postholder must have experience of staff supervision including setting performance targets and managing HR related incidents such as sickness absence. A key aspect of the role is to provide support and training for Contact Centre staff
Pay Rates
Rates vary depending on the time of day worked:
- In Hours:14.94per hour
Monday to Friday, 08.00 – 18.00 - Out of Hours:15.94per hour
Monday to Friday, 18.00 – 08.00 and all day Saturday and Sunday
Base Location
Local Care Direct, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Please note, this role is not eligible for Hybrid Working
Shift Pattern 1:
Monday, Weeks 1 & 3 18;00 22;00
Tuesday, Weeks 1 & 3 12;00-19;00
Wednesday, Weeks 1 & 3 18;00-22;00
Thursday, Weeks 1 & 3 15;00-22;00
Friday, Weeks 1 & 3 14;00-21;00
Saturday, Week 1 09;00-17;00
Monday, Week 2 & 4 18;00-22;00
Tuesday, Weeks 2 & 4 10;00-13;00
Wednesday, Weeks 2 & 4 18;00-22;00
Thursday, Weeks 2 & 4 15;00-22;00
Friday, Weeks 2 & 4 15;00-19;00
Sunday, Week 3 09;00-17;00
Shift Pattern 2:
Monday, Weeks 1 & 3 18;00 22;00
Tuesday, Weeks 1 & 3 10:00-13;00
Wednesday, Weeks 1 & 3 18;00-22;00
Thursday, Weeks 1 & 3 15;00-22;00
Friday, Weeks 1 & 3 15;00-21;00
Monday, Week 2 & 3 18;00-22;00
Tuesday, Weeks 2 & 4 12;00-19;00
Wednesday, Weeks 2 & 4 18;00-22;00
Thursday, Weeks 2 & 4 15;00-22;00
Friday, Weeks 2 & 4 14;00-19;00
Saturday, Week 4 09;00-17;00
Sunday, Week 2 09;00-17;00
Please note: our rota operates on a 4-week rolling basis to meet service demand.
Main Duties and Responsibilities
Key responsibilities of our Contact Centre Team Leaders include:
Supervising a team of Contact Centre Agents and Controllers, to always meet relevant contractual and performance standards, within both organisational and financial frameworks.
Ensuring that all Contact Centre Agents and Controllers always work within the Care Quality Commission framework and Local Care Direct Quality standards, to promote continuous improvement and development.
Ensuring that each Contact Centre Agent and Controller receives a monthly 1-1 review, and an annual performance and development review, incorporating the agreement of a personal development plan.
Taking appropriate and immediate action where work performance falls below the defined standard for the Contact Centre Agent and Controller roles, ensuring that relevant Key Performance Indicators are met wherever possible.
Training of Contact Centre Agents and Controllers, to include ‘on the job’ training e.g. Systmone, Call Handling and SOP’s.
In line with the contact centre auditing framework, ensuring the auditing schedule for Contact Centre Agent and Controller telephone calls (inbound and outbound), is carried out and reporting of the schedules made available to Service Managers as per the schedule.
Effectively managingand monitoring team attendance, ensuring compliance with absence policies and procedures. The role includes proactive intervention to reduce absence levels, supporting staff through return-to-work processes, maintaining accurate records to promote operational efficiency and workforce wellbeing, and formal absence management using LCD policies and procedures where required.
Assisting the Medical and People Service Managers as required.
During peak periods, the postholder may be required to support frontline operations by acting as a Contact Centre Advisor or Controller until normal service levels are restored.
You may also be required to undertake additional training and adjust duties in response to changing service needs.
About You
Assessment
Qualifications
Good level of English and Maths
Experience
Managing people in a high-volume call centre environment.
Staff supervisory experience including effective 1-1s, Annual Performance Reviews, and managing under-performance.
Staff supervisors experience including end-to-end Absence Management inclusive of RTWs, and Formal Absence Hearings.
Understanding how to use data to manage performance.
Skills
Team building, engagement, and development.
Knowledge
People process including Absence Management, Disciplinary and Grievance policies, and knowledge of employment law basics (working time regulations, flexible working).
About Us
At Local Care Direct, we are proud to be a values-led social enterprise providing essential health and support services across West Yorkshire. Since 2004, our teams have helped people access the right advice, care and support in the right place, at the right time and as close to home as possible.
With around 500 colleagues working across seventeen sites, we deliver services 24 hours a day, 365 days a year, including GP out-of-hours care, urgent treatment centres, walk-in services, a central contact centre, dental assessment and booking, and tailored support for NHS partners.
We are looking for people who share our commitment to honesty, integrity, fairness, consistency, kindness and respect. In return, you will be part of a supportive, inclusive organisation where colleagues are valued and encouraged to make a real difference for patients, partners and local communities.
As part of our team, you will have access to development opportunities, clear progression pathways and a range of employee benefits, including:
- 25 days’ annual leave, plus bank holidays, increasing with service
- Employee Assistance Programme for confidential wellbeing support
- Hybrid and flexible working options, dependent on role
- Access to the Blue Light Card for national discounts
If you want to be part of an organisation that puts people first and supports you to develop, we would welcome your application.
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Contact Centre Team Leader employer: Local Care Direct
Local Care Direct is an exceptional employer that prioritises the well-being of its staff and the communities they serve. With a strong focus on professional development, employees are encouraged to grow their skills in a supportive environment while contributing to meaningful health outcomes in Kirklees. The collaborative work culture fosters innovation and dedication, making it a rewarding place to advance your career in healthcare management.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader
✨Tip Number 1
Get to know the company culture! Before your interview, check out Local Care Direct's values and mission. This will help you align your answers with what they care about, showing you're a great fit for their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on your experience in staff supervision and training, as these are key for the Contact Centre Team Leader role.
✨Tip Number 3
Be ready to share specific examples! Think of times when you’ve set performance targets or handled HR incidents. Concrete stories will make your skills stand out and show how you can contribute to the team.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in staff supervision and training. We want to see how your skills align with the role of Contact Centre Team Leader, so don’t hold back!
Showcase Your Values:At Local Care Direct, we care about kindness, respect, and integrity. When writing your application, share examples that demonstrate how you embody these values in your work. It’ll help us see you as a great fit for our team!
Be Clear and Concise:Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences. We appreciate clarity!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Local Care Direct
✨Know the Organisation Inside Out
Before your interview, make sure you research Local Care Direct thoroughly. 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 the role.
✨Prepare for Scenario-Based Questions
As a Contact Centre Team Leader, you'll likely face scenario-based questions about staff supervision and performance management. Think of specific examples from your past experience where you've successfully handled similar situations, and be ready to discuss them in detail.
✨Showcase Your Training Skills
Since training is a key part of this role, prepare to discuss your approach to on-the-job training. Have examples ready that demonstrate how you've effectively trained staff in the past, particularly in areas like call handling or using specific systems like SystmOne.
✨Emphasise Flexibility and Teamwork
Given the 24/7 nature of the role, highlight your flexibility regarding shift patterns. Also, be prepared to talk about how you foster teamwork and collaboration among your team members, as this aligns with the organisation's values of kindness and respect.
