Customer Service Team Coordinator

3 weeks ago

Telford, Telford and Wrekin, United Kingdom Teldoc Full time

Job Overview

Position: Call Centre Team Lead - Full-time role with a Monday to Friday schedule.

In this position, you will play a crucial role in the comprehensive training of all Call Handlers, which includes both initial onboarding and continuous evaluation of training requirements. You will adhere to Teldoc's induction and training guidelines to effectively support the Call Centre personnel, providing coverage across various Teldoc locations as necessary while fulfilling general responsibilities.

Primary Responsibilities

Your main responsibility will be to ensure that all Call Handlers provide a high-quality and safe service to our patients, NHS professionals, and third-party contacts. You will actively advocate for Teldoc's vision, values, and professional conduct at all times. This role requires both independent work and collaboration within a team setting.

Key Responsibilities Include:

  • Overseeing the induction and training of both new and existing staff, while performing general Call Centre duties in accordance with Teldoc's timelines.
  • Providing cross-site support as needed to assist the Call Centre.
  • Monitoring, documenting, and auditing e-learning initiatives, along with the continuous improvement of staff performance in collaboration with their direct line managers.

About Teldoc

This role is situated within a dynamic healthcare environment, catering to a large patient base.

Job Duties

  • Conducting annual performance reviews, probation assessments, and return-to-work processes for staff, with appropriate documentation and reporting to the designated lead or HR representative.
  • Ensuring staff are informed and compliant with all relevant procedures and protocols, including statutory obligations that pertain to their responsibilities.
  • Evaluating and addressing staff training needs, organizing timely training sessions to meet patient care requirements and service demands, and reporting findings to the appropriate lead or HR representative.
  • Ensuring that staff deliver exceptional customer service and adhere to auditing standards as outlined in company policies and protocols.
  • Actively participating in the induction training program for new Call Handlers.
  • Selecting suitable training methods, including virtual sessions, mentoring, and on-the-job training, tailored to individual trainee needs.
  • Assisting in the maintenance of training records using the matrix tool, ensuring compliance with statutory training requirements.
  • Developing, maintaining, and regularly reviewing all training and induction materials in accordance with Teldoc policies and procedures, including training guides and staff resources.
  • Assisting with live call audits and providing constructive feedback to Call Handlers based on quality assessments.
  • Ensuring timely completion of administrative tasks and other duties in alignment with relevant policies.
  • Collaborating with the Patient Experience Lead and other operational leads to address complaints and incidents, ensuring proper documentation and communication of compliments.
  • Managing annual leave requests in accordance with Teldoc's leave policy.
  • Overseeing staff scheduling and rota management to meet business needs, targets, and KPIs.
  • Serving as the point of contact for staff reporting sickness absences.
  • Organizing and adjusting rotas as necessary to maintain appropriate staffing levels in compliance with Teldoc's policies.
  • Continuously assessing and evaluating systems and quality, recommending enhancements to the management team.
  • Participating in all necessary training initiatives.
  • Coordinating virtual team meetings and ensuring adherence to management communication strategies, including proper documentation.
  • Taking responsibility for personal development.
  • Supporting operational leads in scheduling and conducting fire drills and planned site evacuations.
  • Assisting in the upkeep of site and equipment, reporting issues promptly.
  • Implementing and supporting health and safety standards, including risk assessments and site audits.
  • Aiding operational leads in fulfilling business continuity requirements.

Candidate Profile

Required Experience

  • Strong communication skills.
  • Ability to remain composed under pressure.
  • Flexibility in work approach.
  • Experience in line management.
  • Conducting team meetings.
  • Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
  • Understanding of GDPR regulations.
  • Familiarity with operations in a GP practice setting.
  • Commitment to maintaining confidentiality.
  • High levels of patience and empathy.
  • Team-oriented with a positive outlook.
  • Dependable and diligent.
  • Exceptional customer service abilities.

Preferred Experience

  • Conducting site audits.
  • Familiarity with EMIS systems.
  • Understanding of health and safety protocols.

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