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Operations Team Leader
4 months ago
**Role: Operations Team Leader**
**Location: York**
**Hours: 37.5 hours per week (Hybrid Working)**
At **Onebright**, we connect individuals with outstanding therapists, providing every person with the best mental healthcare. Our mission is to create a brighter tomorrow by providing easy access to personalised, life changing mental health support.
The Operations Team is the first contact clients have with our busy service. A key part of the** Operations Team Leader** role will be the day-to-day management of the team to deliver against performance metrics whilst supporting and driving their development; uplifting team skills and capabilities, driving a culture of continuous improvement and personal development. You will have a service mindset to ensure delivery to internal and external stakeholders including patients, clients and Therapists.
**Responsibilities**:
- Continuously improve the delivery of customer care and service to ensure that quality of service is to a high standard.
- Identify process improvements, provide solutions and implement change..
- Effectively manage the team through regular meetings including 1-1’s/ personal development reviews/team performance meetings.
- Support the Operations Manager as required and provide cover in their absence where required.
- Ensure effective allocation of tasks amongst the team, including new referrals, call backs, consent, reallocations etc.
- Training new starters and providing ongoing support/guidance to the teams
- Answering and making calls (warm leads) and converting into booked appointments.
- Maintaining the practice management software (EMMA) for all clients.
- Recording and updating all activity on various Management Information systems.
- Liaising with the Clinical Governance team to support timely handling of clinical matters such as case reviews, reports and queries.
- You will be expected to attend the office for up to 3 days each week and spend time with your team when operating remotely.
**To be successful in the Operations Team Leader role you will need to**
- Prior experience of managing and leading teams
- Great attention to detail with an ability to monitor activities of the team
- Ideally experience within a contact centre service and sales environment.
- Involvement and experience delivering projects would be advantageous.
- Proficient in IT systems including Microsoft office and comfortable with CRM packages.
- Excellent verbal and written communication skills with evidence of successful customer interactions.
Additional Information:
