Administration Team Leader | Perm | Hybrid

Administration Team Leader

In Brief

We are currently recruiting an Administration Team Leader. The ideal candidate will have experience of successfully managing a team with strong leadership and management skills with an ability to manage the workload and distribute/delegate tasks for themselves and the Administration Teams. The role will also be responsible for providing end-to-end support across our services.

Contract type: Permanent, Full-time

Annual salary: £30,000

Hours of work: Monday to Friday 9am - 5.30pm (30 minutes unpaid lunch), 40 hours /w

Work mode: Hybrid, within a commutable distance to Brighton (a minimum of 2 days per week in office)

Deadline for applications: Sunday, 10th November 2024

We are looking for someone with demonstratable experience in a customer facing and administration role, always looking at innovative ways to improve process and patient experience and the successful applicant will have the opportunity to shape and develop their department.

Role and Responsibilities

• Administration Team leader for clinical services
• Provide support to the Customer Service Manager, Accounts Managers, Operations Manager, Head of Operations and Clinical Leads as required.
• Manage a team of approximately 13 administrators
• Ensure all management activities completed (induction & onboarding training, probation reviews, monthly 1:1 discussions, performance, appraisals, sickness management, audit feedback) within agreed timescales and documented.
• Support completion of compliance training modules for team members & ensure all compliance training modules for yourself are kept up to date.
• Ensure the quality of the service by undertaking call audits and monitoring work completed by the team.
• Identify and determine training needs, promoting continuous improvement; share best practice and measure training effectiveness.
• Encourage growth and development within the team, identifying opportunities for all team members to participate in continuous improvement.
• Manage sickness, absence, performance and conduct issues in line with company policy.
• Be a point of contact for complex queries, tech issues, process errors and team issues– escalating where required.
• Undertake ad hoc projects and assist with special projects as required.
• Reports generation for analytical business needs purposes
• Assisting Operations with processes implementation and development.
• Carry out regular team catch-ups.
• Approving Experts’ payments
• New expert recruitment liaison and profile creation in Salesforce
• Audits and any quality assurance activities when needed
• Coordination and communication with other Teladoc Health global offices when required.
• Assisting admin teams with admin duties as required.

Your Skillset and Our Selection Criteria

Essential

• Experience of successfully managing a team
• Demonstratable experience in a customer facing and administration role
• Strong leadership and management skills
• Clear communication skills and ability to handle difficult problems
• Ability to adapt to changing demands and experience of working in a fast-paced team
• Excellent communicator – written and verbal
• Keen eye for detail, punctual, organised, and empathetic
• Proactive approach to their work
• Strong Relationship Building
• Self-motivation

Desirable

• Creative approach to problem-solving and commitment to continuous improvement
• Experience dealing with enquiries via an array of platforms including in-house office communications (Microsoft Teams)
• Proficiency in MS Office and in database software
• Motivational skills
• Able to work independently as well as to contribute effectively to the team

How to be successful in this role

KPIs in this role will focus on supporting team performance, process improvements, and service quality. In more detail, to be successful you will pay attention to:

• Team performance and management, including employee engagement score, sickness and absence management
• Service quality and customer satisfaction, including audit scores, accuracy of data handling, or resolution time
• Training and development, including completion of compliance training
• Process improvement and innovation, including error reduction
• Administrative efficiency, including reports and documentation accuracy and new expert onboarding timeline, or
• General administrative KPIs, including task delegation and follow-ups

Our Employee Benefits

• Pension contribution at the rate of 8% fully paid by Teladoc Health
• Private medical insurance
• Annual paid leave entitlement of 25 days plus public holidays (pro-rata)
• Employee Assistance Programme (EAP) with access to free financial, legal and lifestyle, advice, as well as counselling and Mental Health support
• MyStrength, our own emotional awareness app supporting your mental wellbeing
• Extended parental leave
• Cycle to work scheme
• Company laptop.

About Teladoc Health

Teladoc Health is transforming how people access and experience healthcare. Recognised as the world leader in virtual care, Teladoc Health directly delivers millions of medical visits across 175 countries each year. Being a NYSE listed company, Teladoc Health has experienced a continual growth in the last years reaching a revenue above $2.5B by leveraging its 2 decades of expertise and real-time insights to meet the growing virtual care needs of consumers, healthcare professionals, employers and health plans.

Teladoc Health UK delivers a market leading suite of virtual care products and services into the UK market. Our clientele covers both private and public sector healthcare markets. We provide an innovative whole of health solution, covering physical, mental and wellbeing services, and enable patients to conveniently access our services through customer focused technology solutions.

Teladoc Health UK | Virtual Health Solutions for Global Organisations

Our Commitment to Equality and Diversity

Teladoc Health UK adopts a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010. We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do. We strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Teladoc Health UK.

Other considerations

A brief covering note explaining your past impactful experience is most welcome.

We rely on manual rather than automatic screening of your application for accuracy over speed, to show fairness and respect to all applicants.

In rare cases, we reserve the right to shorten or extend the application deadline based on the number and quality of applications.

A typical interview process involves a screening call, a formal interview, and a second interview with presentation as agreed.

Agency candidates will not be considered during the initial advertising period.