Contact Centre Team Leader
| Dyddiad hysbysebu: | 28 Awst 2025 |
|---|---|
| Cyflog: | £28,000.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £28000.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 22 Medi 2025 |
| Lleoliad: | Fulwood, Preston, PR2 9WT |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | E0123-25-0261 |
Crynodeb
We are looking for someone who can: Ensure patients and their care are put at the foremost of what we do. Ensure all patients are treated with dignity, respect and care. That they are listened to, and their individual needs are met be that physical or psychological. Lead and supervise a team of telephone booking patient coordinators, ensuring consistent delivery of a high-quality service. Monitor call queues, waiting times, and performance against service-level agreements (SLAs) through floorwalking and reviewing daily reports to ensure targets are being met. Conduct weekly huddles, team briefings, and regular 1:1s to maintain communication and support staff wellbeing. To oversee the training and development of all team members new and existing; including coaching on soft skills, excellent customer service and providing constructive feedback and development plans if required. Guide, support, and mentor team members in their role. Allocate tasks to each team member whilst providing an autonomous working environment for the team. Ensure patient calls are managed courteously, efficiently, and in line with RBMC protocols. Support referral processing and booking in accordance with clinical pathways, national targets, and trust policies. Monitor and review call quality, accuracy of information provided, and correct use of booking systems. Assist with rota management, ensuring adequate telephone cover throughout service hours for both internal team and remote bookings. Regularly attend team and other meetings as appropriate, contributing positively to discussions and debates and participating in shared decision making. Act as an escalation point for complex or sensitive patient enquiries, ensuring issues are resolved in a timely and compassionate manner. Promote a patient-centred approach in all interactions, maintaining professionalism and empathy.