Senior Call Handler

1 month ago

Telford, United Kingdom Teldoc Full time

Job summary

This role is part time; working 30 hours per week. On a rota basis, working Monday to Friday; between 8:00am - 6:30pm.

Please note; you must have previous experience of General Practice, dealing with patients and medical knowledge to be considered for this position.

You will be responsible for supporting the Call Centre Team Leads and the Call Handlers with day to day business operations including the effective motivating, monitoring and training of Call Handlers, identifying training needs and appropriate KPIs following Teldocs policies and procedures. You will be required to demonstrate a flexible approach to working and may be required to work across other sites to deliver training and Call handling awareness across the Teldoc workforce. You will be responsible for ensuring that all Call handlers deliver high quality service and you will actively promote the Teldoc vision, values and behaviours, promote positive communication and encourage bonding of team members. The Call Handler Trainer role will include working independently and as part of a team.

Main duties of the job

To assist the Call Centre Leads in the day to day operations.

Deputise for the Call Centre Leads during periods of absence.

To assist in dealing with the daily queries from Call Handlers, associated Teldoc staff and NHS professionals.

To assist the Patient Experience Lead and Call Centre Leads in dealing with complaints and incidents. Ensuring they are reported on and compliments are communicated.

Participate in all Practice training, team activities as necessary

To become familiar with Practice procedures and protocols, and ensure team comply with them

Assess individual Call Handler knowledge and understanding, and prepare written evaluations identifying key skills and areas for development and mentoring with the help of the Call Centre Leads

Promote a positive learning environment

Help Call Centre Leads develop, maintain and regularly review training and induction plans and materials in line with Teldoc policies and procedures. Include training guides, Call handler desk packs, and Call Centre notice boards.

To assist with carrying out live call audits and provide individual feedback to Call Handlers

To assist with ensuring staffing levels are maintained at a consistent level, in line with leave policies to ensure operational needs are met.

To assist Call Centre Leads in ensuring tasks and other Call Handler admin related duties are completed in a timely manner and in accordance with any policies.

To assist Call Centre Leads in meeting business continuity needs.

About us

We are a growing super Practice with over 50,000 patients. This role is working part time, 30 hours per week and is based in central Telford, TF3.

Previous unsuccessful applications will not be considered.

Job description

Job responsibilities

To assist the Call Centre Leads in the day to day operations.

Deputise for the Call Centre Leads during periods of absence.

To assist in dealing with the daily queries from Call Handlers, associated Teldoc staff and NHS professionals.

To assist the Patient Experience Lead and Call Centre Leads in dealing with complaints and incidents. Ensuring they are reported on and compliments are communicated.

Participate in all Practice training, team activities as necessary

To become familiar with Practice procedures and protocols, and

ensure team comply with them

Where necessary, help CC Leads with rotas, meetings,

inductions, one to ones, appraisals, audits.

Assess individual Call Handler knowledge and understanding, and prepare written evaluations identifying key skills and areas for development and mentoring with the help of the Call Centre Leads

Promote a positive learning environment

Help Call Centre Leads develop, maintain and regularly review training and induction plans and materials in line with Teldoc policies and procedures. Include training guides, Call handler desk packs, and Call Centre notice boards.

To assist with carrying out live call audits and provide individual feedback to Call Handlers

To assist with ensuring staffing levels are maintained at a consistent level, in line with leave policies to ensure operational needs are met.

To assist Call Centre Leads in ensuring tasks and other Call Handler admin related duties are completed in a timely manner and in accordance with any policies.

To assist Call Centre Leads in meeting business continuity needs.

To understand, enforce and uphold Teldoc practice policies, standards and guidance

Person Specification

Experience

Essential

Experience within a GP Practice

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