Customer Support Team Leader - Hemel Hempstead, United Kingdom - NHS Professionals

NHS Professionals
NHS Professionals
Verified Company
Hemel Hempstead, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

About The Role:


Can you lead a team to deliver exceptional customer service?

Would you like to work for a high performing organisation that works in the heart of the NHS and whose People Vision is for you to be the best you can be?

NHS Professionals National Service Centre - supporting flexible workers, every day of the year, every hour of the day. We are proud to support and if you are looking to lead a team in this exciting environment, we really want to hear from you

Shift working rotations between 06.30 and 22.00 including weekends. 37.5 hours per week.

Remote based position.

Role Summary:


  • Leading a team of Contact Centre Advisors who are responsible for providing an outstanding, proactive customer experience through a variety of contact channels, measured by KPI's.
  • The National Service Centre is a fastpaced environment that requires management in real time to provide both the customer and the advisor with the support they need.
  • The key to success will be putting the customer at the heart of every decision, working collaboratively with the advisors and support teams to identify trends and introduce ideas for improvement. Success in this role is for the customer to receive a friendly and simple solution on first contact and the team to work in a culture that is supportive with regular coaching, feedback and development opportunities.

Responsibilities:


  • Leads a team environment that supports and encourages learning and development.
  • Engages in conversations with all team members regarding their role development.
  • Takes the time to help team members to learn from their successes and failures, recognising great performance and areas.
  • Works with others to help identify and develop new and innovative ways of working.
  • Keeps colleagues and customers motivated and engaged in changing times, helping them to understand the new ways of working, promoting the benefits.
  • Understands NHSP's vision and can explain it to others.
  • Identifies and clearly communicates the performance requirements for the team, being accountable for them.
  • Works in partnership with other teams to streamline and remove duplication of work, seeking common aims to remove any barriers to collaboration
  • Monitors and manages KPI's with regular feedback.

To succeed in this role you should demonstrate:

  • Education to A Level standard or equivalent work experience.
  • Previous Team Leader experience within a service centre environment.
  • Communication with confidence varying style and pace to fit the situation.
  • Makes time for team members, getting to know and understand them as a person.
  • Acknowledges, recognises and utilises the strengths of team members.

About Us:


In return for your commitment, we will offer you some fantastic benefits:


  • Generous annual leave allowance
  • 27 days per year, plus bank holidays
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A commitment to talent management & development:


  • Star of the Month
  • Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win £100 worth of shopping vouchers

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Pension
  • We'll contribute up to 10% towards your pension if you join our stakeholder pension scheme
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Life Assurance:

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Group Income Protection:

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Wellbeing Programme:

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Employee Assistance Programme:

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Employee Engagement & discounts platform

Our Commitment to You:


The
Compelling Employee Journey is our people development initiative that ensures whatever your path through NHSP you have opportunities to feel
_empowered, engaged and excel_ in what you do.


Throughout your employment you will have access to our
Institute of Learning (IoL) our blended learning platform providing with you with a wide range of blended learning solutions to personalise your
Compelling Employee Journey, helping and supporting you to be the best you can be through learning, development and personal growth.


About Us:


NHS Professionals (NHSP) run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs.

Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS.


We are particularly proud of being the first NHS organisation to gain the accreditation of
Top Employer by the Top Employers Institute.

This is a huge testament to our ongoing commitment to making NHSP a great place to work for all our corporate employees.

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