Contact Centre Team Leader
Salary: OTE £26,548.00 (£22,948.00base + up to £300 per month bonus) + competitive benefits including private healthcare.
9 month Fixed term contract
Full time, part time and flexible term time available
Location: Prestatyn, North Wales with remote working available
The role is available to work on a home basis with equipment provided, however the first 8 weeks will need to be office based from our Prestatyn hub, which has free parking and is 15-minute drive off the A55 or 15-minute walk from Prestatyn train station.
Flexible Working Patterns: Contact Centre Team Leader’s work on a rota basis with flexible shift options, currently between 8am-6pm Monday-Friday, with evening and weekend shifts a possibility in the future.
About the role
This role will be responsible for supporting the ongoing performance of a HCA Contact Centre Team and as such has a direct level of accountability for their actions. With subject matter expertise, support and best practice input from the Senior Contact Centre Team Leaders and Head of Contact Centre to ensure all actions are aligned to and supportive of our Contact Centre Optimisation plans, this role will have a degree of discretion to take action.
We are looking for outstanding individual to join our Contact Centre team who will relish in the challenge of delivering 5-star customer service to our customers and patients. The post holder will be responsible for to effectively manage a team of advisors by Training new team members of staff and continuing to refresh training of existing, Meeting group quality/financial targets, delivering excellent levels of customer service and Participating in the formulation of new procedures and guidelines. The post holder will also continually improve service delivery and customer satisfaction, Utilising contact centre technology&reporting tools and being the first point of escalation for all team member enquiries. The Contact Centre Team Leader will be the main point of contact for all Consultant&Diagnostic related issues and playing in integral part in the creation of a Centre of excellence.
- Proven experience within a customer service environment.
- Ability to build excellent rapport with customers, patients, and consultants building strong relationships quickly and have the listening and communication skills to inspire confidence
- Demonstrate empathy, patience and diplomacy to reassure customers, overcome challenges and deliver the highest standards of customer service
- Knowledge of healthcare or clinical experience is desirable but not essential
- Computer literate.
Working at HCA
“I have never worked for a company that does so much for their employees, I am so proud to work for HCA Healthcare and be a part of the Contact Centre. The services and experience we offer our patients are second to none, and we offer the latest advancements in medical technology. It's a wonderful feeling to know you've made a difference in improving a patient's quality of life.” - Contact Centre Adviser