Call Performance Coach
3 days ago
**About The Role**:
As a Call Performance Coach you will work as a part of LloydsPharmacy Clinical Homecare's support function within their Patient Services Team.
You will support the team of Patient Services Coordinators in delivering the correct information to our patients and ensure they are providing quality customer service during their patient calls at all times.
You will monitor both inbound and outbound team calls and provide call quality scores. You will provide feedback and 1 on 1 training with team members off the back of these calls where required to upskill and improve quality of calls.
Additionally you will work closely with the training team to assist in the induction of new starters and provide training support to existing employees.
If you have previously worked in a coaching role or been a team leader in customer service with a passion for delivery change processes and training then this role is the perfect fit for you.
**Why LloydsPharmacy Clinical Homecare?**
We have a lot to offer at LloydsPharmacy Clinical Homecare, not only to the 100,000 patients we support but also to our employees. We have a wide range of exciting opportunities for passionate professionals across nursing, patient services, compounding, pharmacy and warehousing. You’ll have access to training and development programmes at all stages of your career through one of our many pathways - the opportunities are endless. In addition to the standard benefits that you would expect; 25 days annual leave plus bank holidays, company pension, bonus scheme, we offer:
- Market leading maternity, paternity and adoption leave
- Full support from our employee assistance programme including a health and well-being app
- Up to 50% staff discount at LloydsPharmacy in store and online
**About You**:
To be successful in this role you will ideally have team leader and customer service experience. Coaching and training experience is highly desirable but not essential.
As a Call Performance Coach you will be interacting with patients and employees on a daily basis. Therefore the key qualities to be successful in this role are:
- Patient service experience
- Customer service experience
- Coaching experience is desirable but not essential
- Strong attention to detail
- Excellent communication skills
- You must be computer literate and display strong excel skills
- You will be comfortable working autonomously and remotely but also have flexibility to come onsite
**About Us**:
Part of McKesson, a leading healthcare company, we strive to break boundaries, challenge the status quo and support the changing healthcare industry. We are one of the most experienced providers of clinical homecare in the UK and have been supporting patients in this way since 1975. With services ranging from straightforward delivery of medication to specialist nursing for complex conditions, we support a huge variety of patient needs.
We are defined by our ICARE values, and ILEAD behaviours. Together, they build our shared value system and are the key pillars of McKesson’s culture.
McKesson UK prides itself on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our talent acquisition team.
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