Team Leader
3 days ago
UK Biobank have an exciting opportunity for a **Team Leader** to join the team.
Location: Cheadle Heath, Stockport
**Salary**: £25,000-£27,000 per annum depending upon experience
Contract Type: Permanent
Working hours: 35 hours per week (Office hour’s shifts, including 1:3 Saturdays)
**About Us**:
We’re a leading life sciences ‘not for profit’ who provide data to researchers across the world to enable scientific discoveries that improve human health.
Team Leader - The Role:
The Participant Contact Centre (PCC) provides professional, friendly and courteous support to UK Biobank participants, handling requests for study information, providing guidance and answering study queries, as well as booking appointments and dealing witha variety of participant administration tasks. The PCC aims to promote ongoing engagement and the team is central to delivering a great experience for all 500,000 of our participants.
The PCC Team Leader will supervise a team of 7 PCC Administrators to provide first line participant contact and associated participant administration, and support the PCC Manager and Deputy Manager to deliver a high quality service. The Team Leader willhandle participant queries alongside their team, and participate in the development and implementation of process/service improvements.
The role holder (and their team of PCC Telephone Administrators) will work in accordance with UK Biobank policies and procedures, ensuring that all interactions with participants are appropriately handled and recorded
**Team Leader** - Key Responsibilities:
- Line management and day-to-day supervision of a team of PCC Administrators, including induction, workload management, communication, training and development, performance management reviews, and recruitment with the PCC Manager and Deputy Manager
- Perform routine call reviews to support quality improvement activities
- Receive and handle participant queries escalated from the team
- Monitor team performance
- Work with the PCC Manager and Deputy Manager to identify and implement service improvements
- Adapt standard responses to specific situations, and escalating issues when necessary
**Team Leader** - You:
- Experience of team leadership ideally within a contact centre setting
- Able to engage and communicate effectively and professionally (verbally and in writing) with a wide range of stakeholders including the general public
- Excellent organisation and time-management skills with the ability to multi-task and prioritise work
- Able to Coach, deliver feedback, identify training needs & drive quality assurance
**Team Leader** - Benefits:
- Competitive salary of up to £25,000 to £27,000 per annum
- 26 days Annual Leave (which increases with length of service) + Bank Holidays
- Modern offices in Stockport with onsite canteen, gym and free parking
- Generous ‘hybrid’ defined benefit/defined contribution Pension Scheme (9.8 % Employee Contribution, 21.6% Employer Contribution)
- Enhanced Maternity/Paternity leave
- Life Assurance cover
To submit your CV, which demonstrates your relevant experience, please click ‘Apply’ now
Our passion for diversity and equality means creating a work environment for all employees that is welcoming, respectful, engaging, and enriched with opportunities for personal and professional development.
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