Call Centre Team Lead

1 month ago

Telford, United Kingdom Teldoc Full time

Job summary

Call Centre Team Lead - Full time - Monday to Friday

Youwill be responsible for the effective training of all Call Handlers to include induction and ongoing assessment of trainingneeds. Working within Teldoc Inductionand training policies and protocols to support the Call Centre staff,provide flexibility in covering all Teldoc sites as required and carrying outgeneral duties.

Main duties of the job

You will be responsible for ensuring that all Call Handlers deliver a high quality safe service to our patients, NHS professionals and third party contacts and you will actively promote the Teldoc vision, values and behaviours and work in a professional ethical manner at all times. The role will include working independently and as part of a team.

Key Tasks and Responsibilities

Responsible for induction and training of new and existing staff. Undertaking general CC duties in line with Teldoc time frames. Providing cross site cover when required to assist the CC. Overseeing, recording and auditing of e-learning and continuous improvement of staff supported by their individual line manager

About us

The role will be based in central Telford, TF3 4LY.

Teldoc is a super practice with over 50,000 patients.

Job description

Job responsibilities

Undertake annual appraisal, probation and return to work process for staff, recording and reporting to appropriate lead/HR lead Ensure that staff are aware and compliant with procedures and protocols including statutory requirements that affect their area of responsibility. Audit and review staff training needs and arrange appropriate training in a timely manner to meet patient needs and support service requirements, recording and reporting to appropriate lead/HR lead To ensure staff deliver high quality customer service, and their behaviour meets auditing standards set out in policies & protocols To actively be involved in the induction training programme for Call Handlers new starters Choose appropriate training methods virtual, mentoring and on-the-job training and adapt to the individual trainees requirements. Assist in maintaining training records via the matrix tool and ensure that statutory training requirements are met Develop, maintain and regularly review all training and induction plans and materials in line with Teldoc policies and procedures. Include training guides, desk packs, and staff notice boards. To assist with carrying out live call audits and provide individual feedback to Call Handlers on quality audits To ensure tasks and other admin related duties are completed in a timely manner and in accordance with relevant policies. To assist the Patient Experience Lead, Administrative Operational Lead / FOH Operational Lead in dealing with complaints and incidents. Ensuring they are reported on and compliments are communicated Approve and manage annual leave requests in line with Teldoc leave policy. Manage the rota(s) and staffing levels to ensure team meets business demands, targets and KPIs Point of contact for staff reporting sickness absence Reporting calls and organising/rearranging rotas as necessary to ensure staffing levels are in line with Teldocs policies and procedures. Continually assess and evaluate systems and quality, recommending changes and improvements to the management team To participate in all Practice training, as necessary To prepare and coordinate virtual huddles, team meetings and embed the managements communication strategy, ensuring recording of such as per policy and procedures. To be responsible for self-development Support Administrative / FOH Operation Lead in the scheduling and leading on fire drills and planned site evacuations To support in the maintenance of site and equipment and report issues in a timely manner

o To implement and support Health and Safety standards and support with risk assessments and site audits

o To assist Administrative / FOH Operational Leads in meeting business continuity needs.

Person Specification

Experience

Essential

Excellent communication skills Remain calm under pressure Flexibility Line management experience Holding team meetings Good knowledge of Microsoft Office Word, Excel and Outlook Good knowledge of GDPR Good knowledge of working in a GP Practice Maintain confidentiality High levels of patience and understanding Team player, positive attitude Hardworking and reliable Excellent customer service skills

Desirable

Undertaking site audits Good knowledge of EMIS Good understanding of health and safety

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