Controller / Planner Team Leader

We have a fantastic opportunity for a Call Centre Team Leader to join our team based in Redhill/Burgess Hill.

This is full time position (37.5 hours per week) primarily a Monday to Friday role with working hours working either a 07:00-15:00 or a 12:00-20:00. Some flexibility may be needed to support business needs.

Description of role:

The Team Leader will oversee and manage a team working in a Contact Centre for the Patient Transport Service.

In order to guarantee service delivery, the Team Leader oversees the daily operations and line management of the Contact Centre Team in coordination with the Contact Centre Manager.

This role is based between 2 sites, Redhill & Burgess Hil, and ability to travel is essential.

The Team Leader will facilitate and undertake both formal and work-based training across the full spectrum of training programmes in line with the needs and requirements of the team as designated by the Contact Centre Manager

Role Responsibilities:

• The Team Leader is responsible for the day-to-day activity of the team, Call Handlers, Dispatchers and Planners in liaison with the Contact Centre Manager to ensure service delivery; carrying out line management of the team, to include performance / sickness management and annual leave.
• To provide liaison between NEPTS and its Customers which include Hospital Management, Health Service Colleagues, Patients, Relatives, Carers and Operational Ambulance personnel to ensure that an effective and efficient quality
• To undertake investigations relating to Complaints/concerns and Datix; this will include if required visiting and responding to the complainant in liaison with the Contact Centre Manager and to produce a case file in accordance with the Trusts Policies and Procedures.
• Ensure that all records, correspondence and statistics, whether manual or computerised are accurately produced and maintained and in line with current legislation
• Manage all Contact Centre activity in conjunction with the Contact Centre Manager ensuring agreed Key Performance Indicators (KPI's) and quality standards are achieved. This will include quality monitoring/auditing of calls and statistics and providing both individual and team feedback.

Person Specification

• Strong organisational, analytical, and critical thinking skills with proven ability to multi-task and prioritise your workload, as required.
• Meticulous diligence to detail
• Confident using Microsoft packages – Excel, Work, Outlook etc.
• Supervisory experience, ideally within a call centre or a similar environment.
• Excellent written and verbal communication skills with the ability to engage at all levels within organisation.
• Familiar with working towards targets and KPIs
• Sociable, approachable and people focused.

Some of the benefits can you expect.

• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance re retirement planning, tax savings and state benefits.
• Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave. 
• Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities. 
• Paid holiday entitlement.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).

Our Values 

Collaborative – we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.

Agile – We listen, learn and adapt to improve the business, each other, and ourselves.

Reliable – We do what we say we will do, we take responsibility and we behave with integrity.

Empowered – We are confident and committed to taking responsibility to deliver the highest quality service.

About Us

The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group.  We are the largest Patient Transport and Care Partner to the NHS with more than 3000 colleagues across 60 depots. Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.

EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.