Customer Service Team Lead

7 months ago


Nottingham, United Kingdom Healthcare Business Solutions (UK) Limited Full time

**Customer Service Team Lead**

At HBSUK, we’ll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. You’ll have the opportunity to work on industry defining projects, finding solutions to real challenges that make a real difference to patient’s lives.

**About Us**

**About the Role**

As a Call Centre Team Leader here at HBSUK, you will be responsible for leading a high-performing contact centre team delivering world class customer service. This will also include recruiting, training, and the day to day management of a team.

This is a dynamic position where you can make a difference in contributing to the growth and development of our Centre of Excellence.

**Responsibilities**
- Deliver an excellent client experience, putting patients at the heart of everything we do,
- Lead by example to create a team dynamic that strives to be the best,
- Setting & managing KPIs for your team in order to achieve the desired outcomes
- Assisting with the development of new processes to improve operational efficiency
- Facilitate regular coaching & feedback sessions with your team
- Manage agents 121 frameworks, setting clear and measurable goals
- Ownership of Teams overall goals & objectives ensuring that SLAs and KPIs are delivered
- Reviewing and interpreting management information to make the best decisions
- To be able to liaise with multiple teams within HBSUK, as well as external clients and suppliers appropriately when required
- Supporting Call Centre Managers and Operations Managers in highlighting operational risks & opportunities
- Working with management to identify and deliver positive change and business efficiencies

**Experience**
- Hands on experience working within a Call Centre Team Leader role
- Contact centre experience

**Knowlege and Skills**
- Ability to develop new processes and procedures to increase team operational efficiency

**Our Commitment to you**

**If this opportunity is something which appeals to you, get in touch today, so we can ensure you have the best experience throughout your search.**

Reference ID: TL - 2

**Job Types**: Full-time, Permanent

**Salary**: £26,000.00-£27,000.00 per year

**Benefits**:

- Company events
- Company pension
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Nottingham

Reference ID: TL - 2



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