Senior Call Handler Trainer
2 weeks ago
About Teldoc
Teldoc is a growing super Practice with over 50,000 patients.
Job SummaryThis part-time role (30 hours per week) operates on a rota basis, Monday to Friday, between 8:00am and 6:30pm.
Main Duties & Responsibilities- Provide support to Call Centre Leads and Call Handlers in daily operations.
- Act as a deputy for Call Centre Leads during their absence.
- Assist with handling daily queries from Call Handlers, Teldoc staff, and NHS professionals.
- Collaborate with the Patient Experience Lead and Call Centre Leads to manage complaints and incidents, ensuring proper reporting and communication of compliments.
- Participate in all Practice training and team activities as required.
- Ensure familiarity with Practice procedures and protocols, and guide the team's adherence to them.
- Assess individual Call Handler knowledge and understanding, preparing written evaluations that identify key skills and areas for development. Provide mentoring support in collaboration with Call Centre Leads.
- Foster a positive learning environment.
- Assist Call Centre Leads in developing, maintaining, and regularly reviewing training and induction plans and materials aligned with Teldoc policies and procedures. This includes training guides, Call Handler desk packs, and Call Centre notice boards.
- Conduct live call audits and provide individual feedback to Call Handlers.
- Contribute to maintaining consistent staffing levels by adhering to leave policies and ensuring operational needs are met.
- Assist Call Centre Leads in ensuring timely completion of tasks and other Call Handler administrative duties in accordance with established policies.
- Support Call Centre Leads in meeting business continuity requirements.
- Uphold Teldoc practice policies, standards, and guidance.
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