Lead Member Support & Case Manager

NHS Professionals; Hemel Hempstead; On-site; GBP 42,000 - 48,000; Full time

Benefits offered by this job

27 days annual leave

Pension contribution

Life Assurance

Wellbeing Programme

Job summary

NHS Professionals (NHSP) is seeking a pragmatic Member Support and Case Lead to guide the NHSP Member Support Hub. You will mentor the team, ensure high-quality responses across phone, email, case management and web chat, and uphold organisational policies.

Your role drives efficiency and exceptional service for NHS professionals. You will oversee performance, professional development and HR-related matters, while collaborating with partners to deliver timely, compassionate support and positive

Qualifications

• Experience leading a busy support or contact centre team.
• Ability to mentor and develop staff to improve service delivery.
• Strong focus on customer experience and adherence to policies.

Responsibilities

• Lead and inspire the Member Support Advisors to deliver timely, accurate responses across channels.
• Coach, train, and develop team members to meet performance targets.
• Oversee case management and prioritise high-priority and crisis cases.
• Collaborate with external partners to ensure comprehensive NHS professional support.

Skills

Team leadership

Mentoring

Customer service

Process improvement

Tools

CRM systems

Job description

NHS Professionals (NHSP) is seeking a pragmatic Member Support and Case Lead to guide the NHSP Member Support Hub. You will mentor the team, ensure high-quality responses across phone, email, case management and web chat, and uphold organisational policies.

Your role drives efficiency and exceptional service for NHS professionals. You will oversee performance, professional development and HR-related matters, while collaborating with partners to deliver timely, compassionate support and positive