Call Centre Team Lead – Patient Services & Operations

EMED Group; Redhill; On-site; GBP 60,000 - 80,000; Full time

Job summary

A healthcare service provider in Redhill is seeking a Call Centre Team Leader to manage day-to-day team activities and ensure quality service delivery. This full-time role requires excellent communication skills, supervisory experience, and strong organisational ability. Responsibilities include managing performance, liaising with customers, and maintaining records in compliance with legislation. The position offers a range of benefits, including life assurance and support services for employees.

Benefits

Life Assurance – £5,000 protection

24/7 online GP consultation

Second-opinion medical support

Cash-plan benefits for dental and optical

Mental health consultations

Financial guidance on retirement planning

Long-service recognition scheme

Refer-a-Friend recruitment incentive

Paid holiday entitlement

Pension scheme

Uniform provided

Employee Assistance Programme

Flu vaccination campaign

Qualifications

• Proven ability to multi-task and prioritise workload.
• Supervisory experience in a call centre or similar environment.
• Ability to engage at all levels within the organisation.

Responsibilities

• Oversee day-to-day activity of the team and ensure service delivery.
• Line-manage the team, including performance and absence management.
• Provide liaison between NEPTS and its customers for a quality service.
• Investigate complaints and produce case files as required.
• Ensure compliance with legislation in record maintenance.
• Manage Contact Centre activity and achieve KPIs.
• Travel between Redhill and Burgess Hill sites as required.

Skills

Strong organisational, analytical and critical-thinking skills

Meticulous attention to detail

Confident use of Microsoft packages

Supervisory experience

Excellent written and verbal communication skills

Familiarity with working towards targets and KPIs

Sociable, approachable and people-focused

Job description

A healthcare service provider in Redhill is seeking a Call Centre Team Leader to manage day-to-day team activities and ensure quality service delivery. This full-time role requires excellent communication skills, supervisory experience, and strong organisational ability. Responsibilities include managing performance, liaising with customers, and maintaining records in compliance with legislation. The position offers a range of benefits, including life assurance and support services for employees.