Contact Centre Team Leader

  • Location


  • Sector:

    Customer Services

  • Job type:


  • Salary:

    Up to £12.97 per annum

  • Contact:

    Margaret Rendle

  • Contact email:

  • Job ref:


  • Published:

    about 1 month ago

  • Expiry date:


  • Startdate:


  • Client:


  • Consultant:


The Company:

To operationally lead and support a team of 111 Health Advisors, Service Advisors and Clinical Advisors, to ensure the provision of a high quality, safe and accessible service to patients. The role is to provide leadership and development to all front line staff. The post holder must be passionate, ambitious and with a strong desire to enhance the delivery of the our service to the general public.

Job Responsibilities:

Your primary role will be to supervise all front line staff including monitoring of performance, quality and consistency of working practices including compliance within the service provided to the public dialling 111.

You will promote service excellence and best practice paying attention to the delivery of a high quality patient care to all Front Line Advisors within your team.

Contribute towards the investigation of complaints where necessary and feeding back to front line staff, Peers, Clinical Manager and Lead Pathways Trainer

Arrange and lead Team Meetings at regular agreed intervals

Ensure that front line staff receive appropriate training, support and feedback to enable them to deliver an effective and safe service

Working with the Rota/Workforce Team, ensure that staffing levels are maintained to appropriate levels and with appropriately skilled staff, this includes various shift patterns, including nights so you must be flexible yourself in the hours you work.

Liaise with Human Resources/Recruitment team to assist in the selection and interview process for new staff

Provide line management support to members of staff ensuring that they have annual appraisals in line with the appropriate policy, that members of staff have a development plan and that regular one to one's are held.

Undertake Return to Work interviews in line with organisational policy

Supports the development of a capable and confident workforce within the Company, with a positive culture that continually develops through organisational development

Build a culture defined by the company's values and provide a clear, effective and appropriate leadership style that engages the team and ensures that the company's vision and direction of travel is clear

Support the audit process giving feedback to staff as appropriate including undertaking 'live audits' on shift in line with NHS Pathways license requirement

Undertake operational shifts when required.

Preferred Skills:

NVQ Level 4 or equivalent in a Management qualification or degree or significant relevant work experience

Experience in a management/supervisory capacity, ideally within a customer service or call centre environment.

Able to manage performance against KPI's

Effective decision-making capabilities

Ability to work to deadlines

Personal Attributes:

Computer literate

Excellent communication, listening and interpersonal skills

Ability to work and lead in a team environment

Professional approach

Patient Focused

Associated Benefits:

22 days annual leave plus bank holidays
Access to the company's EAP which includes counselling support and free financial advice

Working Hours:

40 Hours

Covering between 07:00 and 23:59 365 days per year

You will be required to participate in some out of hours work to support business needs and developments. This includes all public holidays on a rotational basis

To apply, or to find out more information, please click on one of the "apply" buttons Please note that due to a high level of applications, we can only respond immediately to applicants whose skills & qualifications are suitable for this position.

Meridian Business Support is acting on behalf of our Client as a Recruitment Agency.