Team Leader

3 days ago

Worcester, United Kingdom NHS Professionals Full time

**Team Leader - Shift Bookings -**Based at Worcestershire Acute Hospitals NHS Trust**

This role leads a small team of "Shift Resourcing Advisors" who are responsible for providing an outstanding, pro
- active customer experience through a variety of contact channels, measured by challenging KPI’s that will increase the Client Trust shift fillrates (%) through proactive bank member engagement. It is a fast-paced environment that requires management in real time to provide both the customer and the advisor with the support they need.

The key to success will be putting the "Bank Member" at the heart of every decision, working collaboratively with the advisors and support teams to identify trends and introduce ideas for improvement. Success in this role is for the "Bank Member" to receivea friendly and simple solution on first contact and the team to work in a culture that is supportive with regular coaching, feedback and development opportunities.

**Skills/Responsibilities**:

- Leads a team environment that supports and encourages learning and development.
- Engages in conversations with all team members regarding their role development.
- Takes the time to help team members to learn from their successes and failures, recognising great performance areas.
- Works with others to help identify and develop new and innovative ways of working.
- Keeps colleagues and customers motivated and engaged in changing times, helping them to understand the new ways of working, promoting the benefits.
- Understands NHSP's vision and can explain it to others.
- Identifies and clearly communicates the performance requirements for the team, being accountable for them.
- Works in partnership with other teams to streamline and remove duplication of work, seeking common aims to remove any barriers to collaboration.
- Keeps up to date on changes in the NHS and communicates this to team members in a way that is meaningful.
- Deals with customer complaints quickly and fairly, adopting a solution focused approach.
- Is able to balance customer requirements with organisational demands.
- Follows the correct process in order to resolve escalated issues promptly and effectively.
- Works proactively with the customer to reach a solution.
- Analyse NHSP Client Trust forecasts
- Match Bank Members to appropriate shifts available in Trusts
- Manage your outbound call list and proactively contact Bank Members via phone to fill available shifts and confirm future availability
- Book shifts with Bank Member to fill available shifts
- Provide future shift details and promote self-service where appropriate
- Take inbound calls from Bank Members
- Identify any issues preventing Bank Members from working and liaise with internal teams to resolve issues
- Resourcing from a pre-screened and qualified pool of bank members
- Ensure outcomes of your calls are noted in the relevant internal systems to ensure a high level of service is maintained
- Previous Team Leader experience within a customer service or recruitment environment.
- Communicates with confidence varying style and pace to fit the situation.
- Makes time for team members, getting to know & understand them as a person.
- Acknowledges, recognises and utilises the strengths of team members.
- Able to balance customer requirements with organisational demands.
- Quick and agile when responding to changing circumstances and priorities.
- IT Literate.

About Us

**In return for your commitment, we will offer you some fantastic benefits**:

- **Generous annual leave allowance** - 27 days per year, plus bank holidays
- **A commitment to talent management & development**:

- **Star of the Month** - Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win £100 worth of shopping vouchers
- **Pension** - We’ll contribute up to 10% towards your pension if you join our stakeholder pension scheme
- **Life Assurance**:

- **Group Income Protection**:

- **Wellbeing Programme**:

- **Employee Assistance Programme**:

- **Employee Engagement & discounts platform**

**Our Commitment to You**:
The **Compelling Employee Journey** is our people development initiative that ensures whatever your path through NHSP you have opportunities to feel **_empowered, engaged and excel_** in what you do.

Throughout your employment you will have access to our **Institute of Learning** (IoL) our blended learning platform providing with you with a wide range of blended learning solutions to personalise your **Compelling Employee Journey**, helping and supporting you to be the best you can be through learning, development and personal growth.

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