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- Tasks: Lead a team to ensure top-notch patient satisfaction and performance in our contact centre.
- Company: Join MAC Clinical Research, a growing company dedicated to your career development.
- Benefits: Enjoy health insurance, 25 days annual leave, and your birthday off!
- Other info: Dynamic office environment with opportunities for growth and community engagement.
- Why this job: Make a real difference in patient care while developing your leadership skills.
- Qualifications: Experience in a similar role and strong team management skills are essential.
The predicted salary is between 30000 - 42000 £ per year.
Join to apply for the Customer Service Agent Team Leader role at MAC Clinical Research
Due to expansion, MAC Clinical Research are seeking to appoint a Patient Liaison Agent Team Leader to effectively manage a team of agents within the Patient Liaison Contact Centre at our Glasgow site.
Our contact centres currently operate from 10am to 8pm, Monday to Friday and 9am to 5pm, Saturday.
Job Focus:
- Ensure the team are hitting patient satisfaction and performance levels.
- Maintain effective communication with both the clinical team and patients.
- To manage and support a team of Outbound and Inbound agents
- To identify training needs to achieve successful sales performance
- Find sales opportunities with the MAC database for new and current trials
- Identify process improvement opportunities
- Manage QA and Training to ensure agents follow GCP and exceed expectations
- Ensure all legal/compliance requirements are completed
- Pro-actively work to improve performance by coaching, delivering feedback and supporting the department
- Conduct regular 1-2-1’s with the Patient Liaison team
- Actively lead by example – demonstrating the flexibility and adaptability to support the team by taking over calls where required
Key Skills, Knowledge and Qualifications Required:
- Experience in a similar role (essential)
- Ability to motivate and manage a team (essential)
- Previous experience in clinical or medical environment (preferred)
- Attention to detail for recording and tracking results
- Good organisational skills
- Process improvement
- Ability to work under pressure
- Ability to prioritise own workload
- Medical Terminology/Medical Secretarial knowledge (desirable)
- Healthcare background (desirable)
- Science background (desirable)
WORK ENVIRONMENT AND TRAVEL DEMANDS:
- The post is office based and may require occasional community working at recruitment events.
- Some flexibility and willingness to travel to other MAC sites may be required.
- Post requires shift work and weekends as determined by Management.
BENEFITS:
- Health Insurance
- Eye Care Vouchers
- Cycle to work scheme
- Free onsite parking
- 25 days annual leave (increasing in increments to 30 days after 6 years\’ service)
- Your birthday off work
MAC Clinical Research invites applications from highly motivated candidates, with a desire to fulfil their full potential. You will be working with an organisation that sees you as an investment and is keen for you to achieve your career aspirations.
Please email maccareers@macplc.com should you require any special arrangements or reasonable adjustments to be made throughout this selection process. This will enable us to accommodate your request as necessary.
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Customer Service Agent Team Leader employer: MAC Clinical Research
Contact Detail:
MAC Clinical Research Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent Team Leader
✨Tip Number 1
Get to know the company! Research MAC Clinical Research and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills. As a Customer Service Agent Team Leader, you'll need to effectively communicate with both your team and patients. Role-play common scenarios with friends or family to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral!
✨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 that you’re proactive and serious about the role.
We think you need these skills to ace Customer Service Agent Team Leader
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Agent Team Leader role. Highlight your experience in managing teams and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since effective communication is key in this role, don’t shy away from showcasing your ability to connect with both patients and your team. Use clear and concise language in your application to demonstrate your communication prowess. We love a good communicator!
Highlight Your Leadership Experience: As a potential team leader, it’s crucial to emphasise your previous leadership roles. Share specific examples of how you've motivated and supported your team in the past. We’re looking for someone who can lead by example and inspire others!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Let’s get your journey started!
How to prepare for a job interview at MAC Clinical Research
✨Know Your Stuff
Make sure you understand the role of a Customer Service Agent Team Leader inside out. Familiarise yourself with MAC Clinical Research's mission, values, and the specifics of the Patient Liaison Contact Centre. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully managed a team or improved performance. Highlight how you motivated your team, identified training needs, and led by example. This will demonstrate your capability to handle the responsibilities of the role.
✨Be Ready for Scenario Questions
Expect to be asked how you'd handle specific situations, like managing a difficult patient interaction or improving team performance. Think through potential scenarios beforehand and prepare structured responses that showcase your problem-solving skills and ability to work under pressure.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics, performance metrics, or opportunities for professional development. This shows that you're not just interested in the job, but also in how you can grow within the company.