Job Description
Are you ready to put your passion for people to work? We are looking for a Team Leader to join our Customer Services Team where you will lead a team of operators working within a fast paced, dynamic Switchboard and Call Centre environment ensuring service excellence is delivered every step of the way. You will need to demonstrate strong leadership and motivational skills gained in a customer focused environment; supporting and inspiring your team and department to operate at optimum efficiency and overseeing the day to day performance and working practices.
We want problem solvers and solution finders who have a passion for mentoring, coaching and developing others.
Hours
Full Time (37.5 hours): Monday to Friday and Bank Holidays
You will work as part of a small team on a rolling rota; shift patterns between the hours of 8am - 8pm and whilst we have a dedicated team for Out of Hours shifts, there may be the requirement for you to cover in their absence. Some bank holiday working is also required throughout the year as operate 24/7 services.
To supervise, lead and assist Switchboard and Call Centre operators and in the first instance, dealing with any requests or complaints. Ensure the day to day supervision of the staff including management of staff meal breaks to ensure adequate cover to meet the demand of the service.
Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.
We have a long tradition of clinical and scientific achievement and – as part of King’s Health Partners – we are one of England’s eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research’s biomedical research centres, established with King’s College London in 2007, as well as dedicated clinical research facilities.
We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, and neighbouring NHS organisations, local authorities and charitable bodies and GPs.
Staff Management
Responsible for the day to day management of the team and ensure that staff are managed in line with Trust Policies
Provide leadership to the team acting as a positive role model at all times.
Assist Service Leads To recruit, induct, develop and support the team delivering the required services.
To supervise the workload of the team on a day to day basis, allocating team members to optimise service provision and administrative support across the hours of the service.
Supported by your line manager; review and report on staff performance, working with individuals to set clear standards and objectives, identifying training and development needs as well as performance/conduct issues as appropriate.
Motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care.
Log all staff requests for Annual leave or special leave with the Supervisor/Manager, first checking the rota’s to ensure they are adequately covered.
Responsible for supporting the training team with Mandatory Training records and ensure staff complete their training in a timely manner.
Ensure that the Trust’s HR policies are adhered to within the department.
To be fully conversant with all call centre applications including having the knowledge to problem solve and fully train members of staff to enable them to progress
Operational Management
Administer the daily running of the service including dealing with any problems as and when they arise ensuring appropriate solutions are put in place.
To ensure resolution of enquiries, complaints at the earliest possible opportunity. If unable to resolve, then to escalate to the management team
Ensure that the services are fully resourced and maintained at all times.
Undertake any administrative tasks and other duties, as appropriate, and assist the management team with any office duties that may be required, as & when necessary
To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
Influence the achievement of Key Performance Indicators by managing resources appropriately.
To monitor the changing needs of the service, liaising with internal and external customers to identify areas for initial improvement.
Escalate issues and make recommendations to the Operations Supervisor (band 5) and Operations Lead (band 6) for service improvement.
Implement suggested service improvements to the satisfaction of internal and external customers as instructed by the management team and in line with their plans.
Ensure staff follow and implement service and Trust policies. Provide suggestions for improvement where required
Provide performance feedback to both the management team and frontline staff.
Ensure a good understanding of performance data and the role you will play on a day to day basis to achieving team performance. Furthermore; be competent in using data based decision making.
To report any system faults to the Senior Management Team immediately
To assist in a Major Incident if required, giving staff clear direction and instructions
Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff
Responsible for ensuring all broken bleeps and pagers are sent to supplier for maintenance, keeping accurate records and ensuring equipment is returned in a timely manner.
Responsible for ensuring telephone directory updates are actioned
Participate in a rotating rota
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