Call Performance Coach
3 days ago
As a Call Performance Coach you will work as a part of LloydsPharmacy Clinical Homecare's support function within their Patient Services Team.
You will support the team of Patient Services Coordinators in delivering the correct information to our patients and ensure they are providing quality customer service during their patient calls at all times. You will monitor both inbound and outbound calls, providing call quality scores and feedback . Where necessary, you will offer one-on-one coaching to team members to enhance their skills and improve call quality. Additionally, you will have the opportunity to collaborate closely with the training team to assist in the induction, of new starters and provide ongoing training support to existing employees. If you have previously worked in a coaching role or been a team leader in customer service with a passion for delivery change processes and training, then this role is the perfect fit for you.
Why LloydsPharmacy Clinical Homecare?
We have a lot to offer to not only the 100,000 patients we support, but also to our valued employees. LloydsPharmacy Clinical Homecare has a wide range of exciting opportunities for passionate professionals across nursing, patient services, compounding, pharmacy and warehousing. These roles come with fantastic benefits including:
- 25 days annual leave plus bank holidays
- Company bonus scheme
- Outstanding training & development programmes
- Up to £1200 refer a friend bonus
- Full support from our employee assistance programme including a health and well-being app
- Savings and discounts at multiple retailers through our rewards portal
To be successful in this role you will ideally have team leader and customer service experience. Coaching and training experience is highly desirable but not essential.
As a Call Performance Coach you will be interacting with patients and employees on a daily basis. Therefore the key qualities to be successful in this role are:
- Good experience of coaching individuals and groups in a contact centre environment
- Experience working on phones.
- Familiarity with contact centre technologies, quality assurance tools, and software for monitoring and analysis
- Proficiency in analysing data with attention to detail to derive insights, trends and areas of concern
- Strong knowledge of patient care standards, therapies, regulations, and industry best practices
- Empathy, patience and emotional intelligence
- Motivational with the ability to foster a positive learning environment.
- Strong organisation/documentation skills Ability to offer guidance, training, and support to improve agent performance.
- Problem-solving and conflict resolution Influencing skills
At LloydsPharmacy Clinical Homecare, with over four decades of experience supporting patients since 1975, we are dedicated to delivering exceptional clinical homecare services to more than 100,000 patients in their own homes, workplaces, or communities across the UK. Our comprehensive range of treatments spans from medication delivery to specialised nursing for complex conditions such as home parenteral nutrition, chemotherapy, IV antibiotics, enzyme replacement therapy, rheumatoid arthritis, multiple sclerosis, and beyond. Working in collaboration with the NHS, pharmaceutical companies, and private medical insurers, we prioritise patient care and are guided by our values of Delivering together, Being Accountable, Giving it our all and Continually Improving to provide the highest standards of service delivery and patient outcomes.
We pride ourselves on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our resourcing team
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