Team Leader
2 weeks ago
Medica is the UK’s largest teleradiology provider, who provide services to over 50% of the NHS and have over 500 doctors providing their specialist reporting services across the globe.
Working alongside the head of operations UK and acute operations manager, our NightHawk team leader will be focused on leading, developing and supporting our NightHawk administrator team to continuously improve delivery of our Acute Service Lines.
**Part time - 32 hours per week.**
**This role will be mainly remote, with 1 week in every 8 based at our head office in Hastings.**
*
Key Responsibilities: *
- Key member of the acute management team
- Actively monitoring key performance metrics, maintaining performance/ standards/ consistency of approach
- Be the point of escalation for any issues that arise
- Provide leadership to all NightHawk administrators (8-10 on each shift)
- First point of contact during service for; administrators, workflow coordinators, members of Medica management structure, account managers, reporting radiologists, client duty managers, hospital departments/ radiographers requiring NightHawk Management intervention
- Train new members of the team - ensure team understand theirs and Medica’s expectations, coach team members to improve performance and delivery of NightHawk service
- Management of critical contingency situations, giving direction and effective post-reporting and handover
- Report and investigate any service failures, identifying areas for improvement
- Carry out 1 to 1 meetings with NightHawk administrators, probationary reviews, performance reviews, completing RTW (return to work) and TOW (time of work)
- Monitoring shift cover, approving/ rejecting annual Leave, adding authorised leave, adding sickness, creating shift patterns, adding/ removing/ relocating new members of staff, adding/ approving overtime, monitoring timesheets
- Attending regular meetings, including: HR, team leader, new process, personal development, NightHawk quality assurance
- Reviewing and implementing NightHawk processes
- Manage organisational change within team and department, including changes to procedures with regular comms in a timely manner
- Creating an environment where success is celebrated, and best practice shared
- At least 1 year team leader experience (desirable)
- Experience and interest in analytics, data and Microsoft Excel (essential)
- Leadership qualification (desirable)
- Able to coach and mentor team
- Ability to set and achieve performance targets
- Experience working in call centre (desirable)
- Previously working nights (desirable)
- A passion and desire to support the team
- A problem-solving, can-do attitude
- Effective team player who constantly displays commitments and flexibility
- A real passion and energy to deliver great service
- Be able to think on your feet and problem solve effectively
- Ability to work in a fast-paced environment
- Excellent communication skills
- Proficient with IT
*
Core Benefits for you: *
- Flexible and remote working
- ️ A company culture that promotes work life balance
- Commitment from employers to continued learning and development
- Access to mental health support
- Annual Bonus
- Home Based
- Annual leave
- ️ Group Life Assurance
- Pension
- Opportunity to be involved in a PLC Sharesave Scheme (Buying shares within the company)
- Social events
- Sick pay
**We are a 202**1 Circle Back Initiative Employer - we commit to respond to every applicant.**
**Job Type**: Part-time
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