Call Performance Coach - Harlow, United Kingdom - LloydsPharmacy Clinical Homecare

LloydsPharmacy Clinical Homecare

Verified Company

Harlow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About The Role:

As a Call Performance Coach you will work as a part of LloydsPharmacy Clinical Homecare's support function within their Patient Services Team.

You will support the team of Patient Services Coordinators in delivering the correct information to our patients and ensure they are providing quality customer service during their patient calls at all times.

You will monitor both inbound and outbound team calls and provide call quality scores.

You will provide feedback and 1 on 1 training with team members off the back of these calls where required to upskill and improve quality of calls.

Additionally you will work closely with the training team to assist in the induction of new starters and provide training support to existing employees.

I f you have previously worked in a coaching role or been a team leader in customer service with a passion for delivery change processes and training then this role is the perfect fit for you.

Why LloydsPharmacy Clinical Homecare?

We have a lot to offer to not only the 100,000 patients we support, but also to our valued employees.

LloydsPharmacy Clinical Homecare has a wide range of exciting opportunities for passionate professionals across nursing, patient services, compounding, pharmacy and warehousing.

These roles come with fantastic benefits including:

25 days annual leave plus bank holidays
Company bonus scheme
Outstanding training & development programmes
Up to £1200 refer a friend bonus
Full support from our employee assistance programme including a health and wellbeing app
Savings and discounts at multiple retailers through our rewards portal

About You:

To be successful in this role you will ideally have team leader and customer service experience. Coaching and training experience is highly desirable but not essential.

As a Call Performance Coach you will be interacting with patients and employees on a daily basis.

Therefore the key qualities to be successful in this role are:

Good experience of coaching individuals and groups in a contact centre environment
Experience working on phones.
Familiarity with contact centre technologies, quality assurance tools, and software for monitoring and analysis
Proficiency in analysing data with attention to detail to derive insights, trends and areas of concern
Strong knowledge of patient care standards, therapies, regulations, and industry best practices
Empathy, patience and emotional intelligence
Motivational with the ability to foster a positive learning environment.
Strong organisation/documentation skills
Ability to offer guidance, training, and support to improve agent performance.
Problemsolving and conflict resolution
Influencing skills

About Us:

LloydsPharmacy Clinical Homecare are one of the most experienced providers of clinical homecare in the UK and have been supporting patients in this way since 1975.

We provide care to more than 100,000 patients in their own home, at work, or in the community, ranging from straightforward delivery of medication to specialist nursing for complex conditions.

We work in partnership with the NHS, pharmaceutical companies, and private medical insurers.

Our range of treatments and conditions includes home parenteral nutrition, chemotherapy, IV antibiotics, enzyme replacement therapy, rheumatoid arthritis, multiple sclerosis and much more.

We are defined by our ICARE values and we pride ourselves on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias.

If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our resourcing team.