Call Centre Team Leader

3 weeks ago

BurtonOnTrent, United Kingdom Uniting People Full time

**Call Centre Team Leader - Coach**

**£28,000 per annum**

**40hrs per week - between 8am - 8pm (generally office hours)**

**Role Purpose**:
As a Customer Patient Services Team Coach will have a passion for driving quality and continuous improvement and will always put the patient and our customers at the heart of everything they do. To be successful in this role you must be an advocate of change, you will encourage and support best practice and ensure your team are well trained and are ambassadors for the business.

**Key Deliverables**:

- Analyse performance utilising management information to improve the performance of the team/individuals and identify reasons for under performance, taking appropriate corrective action where required. Drive and inspire outstanding operational performance
- Training, developing and coaching team members to reach their full potential in delivering excellent service as efficiently as possible. Coach and develop a team through coaching, mentorship and performance management
- Recognising and rewarding the right behaviours, you will encourage individuals and celebrate team success to create self-sustained and positive energy in the team. Energising your team to achieve high levels of motivation
- Identify ways of improving the quality and productivity of our team and help drive continuous improvement. Ensuring "a great patient experience" is delivered at every level through quality and customer satisfaction monitoring and to also ensure effective and relevant quality control measures are in place
- Ensure effective and consistent communication throughout the team, encourage feedback and insight in order to enhance the patient experience
- To liaise with the CS Quality & Compliance Team to ensure appropriate and consistent adherence to policies and procedures is maintained, so that high operational standards are ensured
- Carry out regular 121’s, developing a performance culture where training, coaching and development are key. Identify actions and training to ensure skills and knowledge are developed effectively
- Take an active role in the call centre to contribute to the effectiveness and well-being of the team members, keeping them motivated to meet and exceed daily, weekly and monthly stretch KPIs across a balanced scorecard
- Be a champion for change and lead the way in embedding new process and services
- To carry out any other reasonable duties defined by the Head of Customer Patient Services, and any of the CPS Senior Leadership Team within areas, commensurate with the grading and level of responsibility of the position

**Your Skills and Knowledge**
- Previous experience in working as a coach of a service-oriented team, ideally in a contact centre environment. Significant experience working in a customer service environment
- Exceptional coaching ability with a proven record of improving performance
- Experience in using team performance management techniques

**Skills**:

- Influence and coach a team through challenges and change
- Coach and motivate a team to exceed targets, maximise profitability and achieve the highest standards
- Time management, problem solving and organisational skills
- Excellent communication skills
- Ability to work under pressure, manage your time effectively and work on your own initiative
- Builds and develops effective teams. Team player that aligns work with other functions and works in best interest of wider performance.
- Drives to succeed; hard working and seeks continuous improvement

**Job Types**: Full-time, Fixed term contract, Temp to perm
Contract length: 9 months

Pay: £28,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Sick pay
- Store discount

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Burton-On-Trent: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Retail sales: 1 year (preferred)
- Customer Service: 1 year (preferred)

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