Team Leader

**Job Title**: Team Leader
**Location**: Redditch, B97 4DL
**Salary**: £22,000 - £25,000
**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 focussed 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**
- You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position.
- Previous demonstrable experience in an administrative or customer service position, preferably in an office environment, i.e. Can demonstrate a consistent track record of delivering customer service to a high standard.
- 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 Customer Service skills - particularly telephone skills
- Good interpersonal skills - able to establish and build good working relationships
- Excellent organisational, analytical and problem-solving skills
- Ability to work well within a Team environment
- Able to demonstrate prioritisation skills when multi-tasking. - dealing with Administration duties while monitoring calls.

**Desirable Criteria**
- Previous experience in a Team leader / people management role
- Ability to produce creative and innovative ideas
- Working knowledge of Microsoft Office (Excel, Word and Access)
- Customer service experience & ability to communicate effectively.

**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
- Share save 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._

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Employee discount
- Referral programme
- Wellness programme

Schedule:

- Monday to Friday

Work Location: One location