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- Tasks: Lead and support a team in a busy contact centre, ensuring top-notch service delivery.
- Company: Join Local Care Direct, a caring non-profit making a difference in health services.
- Benefits: Enjoy NHS discounts, comprehensive training, and a supportive work environment.
- Why this job: Make a real impact in healthcare while developing your leadership skills.
- Qualifications: Experience in staff supervision and performance management is essential.
- Other info: Flexible shifts available in a dynamic 24/7 environment with great career growth.
The predicted salary is between 36000 - 60000 £ per year.
Local Care Direct is a non-profit Social Enterprise operating 24 hours a day, 7 days a week, 365 days a year, 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.
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.
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.
Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients.
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
Contact Centre Team Leader in Low Bradley 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 Low Bradley
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Local Care Direct on LinkedIn. A friendly chat can give you insider info about the company culture and what they really value in a Contact Centre Team Leader.
✨Tip Number 2
Prepare for the interview by practising common questions related to staff supervision and performance management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during the interview. Share specific examples of how you've set performance targets and managed HR issues in the past. This will demonstrate that you’re the right fit for the supervisory role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Local Care Direct team.
We think you need these skills to ace Contact Centre Team Leader in Low Bradley
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 any relevant HR management skills. We want to see how you fit into our values and mission!
Showcase Your Leadership Skills: In your application, emphasise your ability to set performance targets and manage teams effectively. Share specific examples of how you've supported and trained staff in previous roles. This will help us see your potential as a leader in our contact centre.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to understand your qualifications and experiences.
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 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 and the organisation.
✨Showcase Your Supervisory Skills
Since this role involves staff supervision, be prepared to discuss your previous experience in managing teams. Think of specific examples where you've set performance targets, handled HR issues, or provided training. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Continuous Improvement
Local Care Direct values continuous improvement, so be ready to talk about how you've contributed to this in past roles. Share examples of how you've implemented changes that improved team performance or patient care, and how you plan to maintain high standards in this new position.
✨Prepare Questions for Them
Interviews are a two-way street, so prepare thoughtful questions to ask your interviewers. Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows you're engaged and serious about finding the right fit for both you and the organisation.