Team Leader

**Job Title**: Team Leader
**Location**:Northumbria
**Salary**: £22,000
**Contract Type**: Permanent
**Hours**: Full time, Monday to Friday

**About Us**

Optima Health are a UK market leader in the provision of Occupational Healthcare and wellbeing services. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.

We deliver comprehensive services, including absence management, fitness for task assessments, health surveillance, vocational rehabilitation, and wellness programmes, as well as a full range of diagnostics and treatments

We are a forward-thinking, rapidly growing organisation who are keen to invest in people and support them to ensure their long-term career progression. We are a company who are going places and we want you to come with us

**Role Summary**

The Customer Service Team Leader is responsible for ensuring we deliver a quality customer experience to our clients. The role is focused on ensuring the team meets its internal quality and productivity targets consistently achieving client KPI's.

**Main Duties and Responsibilities**
- Provide leadership, motivation and support to a defined team of administrators
- Ability to meet KPIs in a challenging environment
- Carry out line management tasks including managing appraisal, performance monitoring, attendance, conduct, communications, ensuring fair and equal treatment at all times
- Ensure team compliance with all relevant OH Assist Ltd policies
- Ensure there are robust performance metrics in place for the team and each individual to enable effective performance management and demonstrable contribution to OH Assist business objectives
- Provide management reports on team performance to stakeholders as required
- Carry out administration tasks to support client delivery as and when required to do so:

- Deal with all clients calls in a professional and sensitive manner
- Follow guidelines to ensure all calls are answered in an concise and confidential manner
- Call monitoring and quality management in line with our customer charter.
- Support the business with escalated complaints
- Day to day workflow management of administrative and telephony volumes through real time management
- Carry out any other tasks commensurate with your level of responsibility as required by your line manager

**Experience, skills and knowledge required for the role**
- Previous experience in a Team leader / people management role
- Ability to lead and manage people effectively, combining empathy and support for individuals with strong task and performance focus.
- Previous demonstrable experience in an administrative or customer service position.
- Able to demonstrate a clear attention to detail: Able to gather relevant information from customers, update customer information correctly and presenting information clearly and accurately. Able to undertake administrative tasks in a clear and logical structure. Writing / typing information in a clear understandable level of English and ensuring relevant information is documented in a consistent manner.
- Excellent listening skills, able to maintain a calm and professional and empathetic manner in difficult circumstances.
- Ability to work within a target orientated environment
- Excellent organisational, analytical and problem-solving skills, e.g. able to demonstrate previous establishing a clear structure to your work to maximise the best use of your time and be able to make logical and solid decisions independently
- IT literacy: Able to confidently use MS Word, Excel and Outlook to a basic standard.
- Ability to work well within a Team environment
- Able to demonstrate prioritisation skills when multi-tasking. - dealing with Administration duties while monitoring calls

**What Can We Offer You?**
- Excellent training and development opportunities
- 25 days annual leave + Bank Holidays
- Employee discounts with big brands through Perkbox
- Eye care test vouchers
- Flu vaccination
- Buy and sell holiday scheme
- Fantastic pension scheme
- Life assurance- Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation._

All salaries are displayed as Full Time Equivalent (FTE)

Documents
- JD 0127 - Team Leader latest.pdf (47.29 KB)