Team Lead – Call Handlers (£27,375 - £28,703.07)

• Location: Southampton (with travel to other sites as needed)
• Hours: 37.5 hours Mon-Fri
• Office based

Working on behalf of our client we are resourcing for a Call Handler Team Lead on a full-time permanent basis in the Southampton area managing real time actions and long-term planning and be able to demonstrate a strong coaching and training acumen to support the team to effectively respond to calls and work together in a collaborative environment.

Key Responsibilities

• Line manage the call handling team, utilising strong leadership skills to inspire staff and cultivate a culture of pro-active thinking, ownership, accountability, and collaboration to achieve an excellent service for patients.
• Be responsible for the resource schedule for the team, including recruitment, on- boarding, absence management (planned / unplanned) and supporting staff to perform to the level required. When necessary, provide cover for the call handling team.
• Effectively implement the organisations continuous performance management (CPM) process, including probation reviews, 1-2-1’s, appraisals, team meetings and capability / disciplinary processes where appropriate, in line with agreed protocols. Document, follow up on and take ownership of agreed actions and next steps.
• Ensure the effective cascade of communication to the whole team through multiple avenues including verbal, email, in-house systems, and other appropriate communication channels.
• Use team input and own initiative to ensure attendance and retention targets are achieved.
• Create, implement, and deliver training and development plans and ensure they are maintained for all team members.
• Own the delivery of call handling KPIs and attain the highest levels of patient satisfaction from patient contacts with the team.
• Develop and maintain a robust understanding of call handling activity and take responsibility for providing real-time, daily, weekly, monthly visibility of service performance. Analyse trends and abnormal events and provide a comprehensive narrative with recommendations, including tracking the impact of implemented process changes.
• Manage and be accountable for real-time adjustments to workload and activities, prioritising to achieve objectives.
• Report service affecting incidents to the Patient Services Manager and lead on resolution as appropriate.
• Take responsibility for and provide a real-time response to patient complaints received verbally, reducing written complaints, and effectively applying the Partnerships Complaints Policy.
• Implement and deliver a framework of continuous improvement and learning from events.
• Work with other team managers to    make best   use of off-peak times of day to complete other patient tasks, including but not limited to calling patients to book.

If this role is of interest or you would like any further details, please don’t hesitate to contact Nina Passingham on 0345 194 7344 or email nina@elite-hr.co.uk