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- Tasks: Lead a dynamic team in a busy contact centre, ensuring top-notch service and support.
- Company: Join Local Care Direct, a caring non-profit making a difference in health services.
- Benefits: Enjoy competitive pay, NHS discounts, and a supportive work environment.
- Why this job: Make an impact in healthcare while developing your leadership skills.
- Qualifications: Experience in staff supervision and a passion for helping others.
- Other info: Flexible shifts available in a positive, modern workplace.
The predicted salary is between 11 - 12 £ per hour.
Local Care Direct is a non-profit Social Enterprise operating 24/7 to provide various primary and urgent health care services across West Yorkshire. We have three exciting new roles available in our Bradley based Contact Centre for a Contact Centre Team Leader to join the team working across a choice of three different shift patterns. This is a supervisory level role working within the contact centre, reporting to the Service Manager within medical services operations.
We are looking for someone who has 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.
Hourly Rate: £14.50 in hours & £15.50 out of hours. (In Hours = Monday to Friday 08.00 to 18.00 & Out of Hours = Monday to Friday 18.00 to 08.00 and all day Saturday Sunday)
Location: Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Main duties of the job:
- This supervisory role within the contact centre reports to the Service Manager in medical services operations.
- The postholder must have experience in staff supervision, including setting performance targets and managing HR issues such as sickness absence.
- A key responsibility is to support and train contact centre staff.
- You will supervise Contact Centre Agents and Controllers to ensure contractual and performance standards are consistently met within organisational and financial frameworks.
- Staff must operate within Care Quality Commission and Local Care Direct standards, promoting continuous improvement.
- You will deliver annual performance reviews and personal development plans, and take prompt action where performance falls below expected standards, ensuring KPIs are achieved.
- In collaboration with the Service Manager, you will maintain and update Standard Operating Procedures (SOPs).
- You will provide on-the-job training (e.g. SystmOne, call handling, SOPs), ensure scheduled audits of inbound/outbound calls are completed and reported, and conduct timely DATIX investigations with findings shared appropriately.
About us:
We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together. Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners.
Benefits of working for Local Care Direct:
- Employee Assistance Programme
- Comprehensive Staff Training programme
- Modern working environment with a positive atmosphere
- NHS Pensions
- NHS Discounts (Blue light card)
- Various hours available in a 24/7 environment
- Support available 24/7
- Health & Wellbeing group to support staff
- Supportive and Friendly teams
- Annual Awards focused on raising money to support a local charity
Person Specification:
- Knowledge: Essential: People process including Absence Management, Disciplinary and Grievance policies, and knowledge of employment law basics (working time regulations, flexible working).
- Qualifications: Essential: Good level of English and Maths. GCSE Grade C / 4 and above. Desirable: Management or Customer Service qualifications.
- Skills: Essential: Team building, engagement, and development. Desirable: Conflict Resolution.
- Experience: Essential: 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. Desirable: Understanding how to use data to manage performance.
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Contact Centre Team Leader in Huddersfield employer: Local Care Direct
Contact Detail:
Local Care Direct Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader in Huddersfield
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare sector or even those who work at Local Care Direct. A friendly chat can sometimes lead to insider info about the role and might just give you an edge.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of performance management and HR processes. Think about examples from your past experience that showcase your skills in staff supervision and training.
✨Tip Number 3
Show your passion for patient care! During interviews, highlight how your values align with Local Care Direct’s mission. They want someone who genuinely cares about making a difference in the community.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team!
We think you need these skills to ace Contact Centre Team Leader in Huddersfield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Contact Centre Team Leader role. Highlight your experience in staff supervision and managing HR issues, as these are key aspects of the job. We want to see how your skills align with our values and mission!
Showcase Your Leadership Skills: In your application, emphasise your ability to lead and train teams effectively. Mention any specific examples where you've set performance targets or conducted performance reviews. This will help us see you as a strong candidate for the supervisory role.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where necessary to make your achievements stand out. We appreciate straightforward communication, especially in a contact centre environment!
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. Plus, it shows you’re keen on joining our team at Local Care Direct!
How to prepare for a job interview at Local Care Direct
✨Know Your Stuff
Before the interview, make sure you understand the role of a Contact Centre Team Leader. Familiarise yourself with the key responsibilities like staff supervision, performance management, and training. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed teams, set performance targets, or handled HR issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewer to see how your experience aligns with their needs.
✨Emphasise Team Development
Since a big part of the job is supporting and training staff, be ready to discuss your approach to team building and development. Share any strategies you've used to engage and motivate your team, and how you've handled under-performance in a constructive way.
✨Align with Their Values
Local Care Direct values kindness, respect, and integrity. During the interview, reflect these values in your responses. Talk about how you prioritise these principles in your work and how they guide your interactions with both staff and patients.