Sales Team Manager - Contact Centre

Due to a period of innovation, Spire Healthcare's North East hub is recruiting for a Sales Manager to lead our patient ‘self pay’ team. We are looking for driven, customer-focused individuals to join our team on a full-time and permanent basis. Full training will be provided, and this is a real opportunity to develop your career in an organisation where looking after you is what we do best. Shift patterns will vary between 8am and 7pm Monday to Friday and a half day on occasional Saturdays. Please note - induction will be full-time for a minimum of 4 weeks (9am to 5pm) - please only apply if you are able to commit to these shifts.

Duties and responsibilities:

• To manage and lead within a team of multi-skilled administrators and team leaders, who can adapt to the demands of the business and drive operational performance.
• To adhere to HR policies and procedures within the self-pay team, including managing sickness, annual leave, and performance management.
• Ensure all team leaders and administrators within the team have monthly 1-2-1’s and feedback sessions and EE’s set.
• Ensure all calls are answered in a timely manner in line with operational KPI, delivering high standards of customer service at all times.
• Carry out quality assessments regularly and give feedback to the team.
• Plan the workforce in line with activity and ensure the timely management of all administrative tasks associated with self-pay.
• To work through and process KPI’s weekly and get to the root of any process issues that will then improve the scores.
• To ensure all necessary spreadsheets, systems, and processes are updated throughout the working day and provide the Self-Pay Manager, Director of Shared Services, SMT, and HoDs with any data as required.
• Attend and contribute to regular departmental meetings and keep up to date on all hospital/support centre matters relating to patient administration.

Who we're looking for:

• Support other staff in the performance of their duties and establish good working relationships with colleagues and other Spire Healthcare staff.
• Promote effective lines of communication throughout the working environment.
• Continuously improve both oneself and the team to deliver on the key tasks and objectives identified in Enabling Excellence reviews.
• Attend training events and meetings to acquire the knowledge and skills that have been identified as making the post holder particularly successful.
• Perform all duties in accordance with hospital policies.
• Attend all mandatory training sessions and any other training and development courses as required.

Benefits:

• We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to: 35 days annual leave inclusive of bank holidays.
• Employer and employee contributory pension with flexible retirement options.
• ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers.
• Free Bupa wellness screening.
• Private medical insurance.
• Life assurance.

Our Values:

• Driving clinical excellence.
• Doing the right thing.
• Caring is our passion.
• Keeping it simple.
• Delivering on our promises.
• Succeeding and celebrating together.

Our people are our difference; it's their dedication, warmth, and pursuit of excellence that sets Spire Healthcare apart. For further information about this role or for an informal conversation about the range of career options available with Spire, please contact David Fazakerley - David.Fazakerley@spirehealthcare.com