Contact Centre Assistant Manager

Lloyds Clinical

Harlow

On-site

GBP 30,000 - 40,000

Full time

14 days+

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Job summary

A healthcare provider in Harlow, England, is seeking a Contact Centre Assistant Manager to oversee daily operations and ensure the highest quality of patient services. The ideal candidate will manage team performance, develop stakeholder relationships, and ensure compliance with quality standards. Strong experience in people management and a contact centre environment, particularly within healthcare, is preferred. This is a fixed-term contract for 6 months, potentially extendable.

Qualifications

Strong experience in people management.
Experience in a contact centre, particularly in a healthcare environment.
Ability to work collaboratively.
High standards of integrity and professionalism.
Ability to identify issues and develop solutions.
Capability for critical thinking.
Proven prioritisation skills.
Strong interpersonal skills.
Skill in using contact centre technology.

Responsibilities

Manage contact centre performance to meet KPIs.
Oversee workload planning for optimal performance.
Develop team performance through effective management.
Ensure adherence to governance and compliance standards.
Build stakeholder relationships to enhance patient services.

Skills

People management

Contact centre experience

Collaborative teamwork

Integrity and professionalism

Issue identification and solution development

Critical thinking

Prioritisation skills

Interpersonal skills

Contact centre technology usage

Strategic mindset

Job description

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Direct message the job poster from Lloyds Clinical

Resourcing Specialist @ Lloyds Clinical | CertRP | BSc (Hons) Psychology

Are you passionate about delivering exceptional customer service and leading teams to success? Lloyds Clinical are recruiting for a Contact Centre Assistant Manager to join our dynamic Patient Services team, leading and monitoring the daily operations of the contact centre. This is a pivotal role where you will ensure optimal team performance, adherence to quality standards and enhancement of the patient experience.

Key responsibilities:

Manage and monitor contact centre and team performance to deliver KPIs, targets, quality standards and outcomes.
Manage and monitor contact centre workload plan, ensuring optimal performance and KPI achievement.
Manage and develop the performance and potential of the team.
Manage and monitor team’s adherence to all governance, risk, compliance and quality standards and expectations.
Develop strong stakeholder relationships to improve patient services and develop operational insights

This is a fixed term contract for 6 months with potential to extend.

Please note: The application deadline is Wednesday 13th August 2025. After this date, the advert will be closed and applications will be reviewed by the hiring managers.

To be successful in this position, we are looking for:

Strong experience in people management
Experience within a contact centre particularly within a healthcare/patient focused environment
Willingness to work collaboratively with others, both within and outside the contact centre, to achieve common goals.
Adhering to a high standard of integrity, professionalism, and confidentiality in all interactions.
Ability to quickly identify issues and develop practical solutions in a timely manner.
Capability to think critically and make informed decisions under pressure.
Proven ability to prioritise work based on need/demand.
Strong interpersonal skills with the ability to grow, lead and motivate a team and manage stakeholder relationships
Skill in utilising contact centre technology and analytics tools to monitor and evaluate team performance.
A Strategic and analytical mindset

Research has shown people from minority groups are less likely to apply for a role unless they meet 100% of the criteria. If you think you could be a good fit for the role but don’t meet all of the criteria, please continue to submit an application for us to review

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Customer Service
Industries
Hospitals and Health Care

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