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Commercial Contact Centre Supervisor

2 months ago

Bedford, Bedford, United Kingdom East of England Ambulance Service Full time

Job Overview

We are seeking a highly skilled and experienced Commercial Contact Centre Supervisor to join our team at the East of England Ambulance Service. As a key member of our Contact Centre Operations team, you will be responsible for leading a team of Commercial Call Handlers and ensuring that all operational calls are answered promptly and efficiently.

Main Responsibilities

As a Commercial Contact Centre Supervisor, you will be accountable for the shift and what occurs on the shift. You will be responsible for:

  • Providing direction, supervision, feedback, and support to the Commercial Call Handlers
  • Ensuring that all operational calls are answered promptly and efficiently
  • Applying the triage software to facilitate the right outcome for the patient/client
  • Entering information into the various software packages accurately and efficiently
  • Following commercial customer processes in line with contractual service level agreements

Person Specification

We are looking for an individual with:

  • Experience of managing a team
  • Demonstrated previous training and development of staff
  • Excellent communication skills, both written and oral
  • Ability to multitask

Working for Our Organisation

The East of England Ambulance Service is a unique contact centre within the NHS, focusing on excellent customer service, building strong relationships with clients, supporting patients, and generating revenue to support the service. This role may involve occasional visits to stakeholders and expos to promote our services and understand the latest contact centre trends.