Patient Support Services Team Leader - Fixed term

Healthnethomecare; Swadlincote; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Pension Scheme

Ongoing training and development

Uniform provided

Eyecare Vouches

Perkbox perks

Job summary

HealthNet Homecare is a leading homecare provider dedicated to delivering safe, high-quality care to patients at home. We seek a Team Leader to guide the customer care team, promote SOPs, and maintain exceptional service standards while driving performance and ensuring patient safety across all interactions.

The role focuses on supervising daily operations, coaching staff, and developing training to meet patient needs and company targets.

Qualifications

• Excellent written and verbal communication skills.
• Computer literacy.
• Proven track record of achieving activity targets.
• NVQ Level 4 in customer care or equivalent (Desirable)

Responsibilities

• Follow and promote SOPs and company policy to ensure patient safety at all times.
• Provide excellent customer service ensuring patients and customers’ needs are met promptly and efficiently.
• Prioritise the team’s workload to maintain the best service for patients across operating hours.
• Oversee quality standards and address any quality issues.
• Answer incoming calls and deal with customer enquiries and complaints with accurate information.

Skills

Communication skills

IT literacy

Target achievement

Education

NVQ Level 4 in customer care

Job description

HealthNet Homecare is a leading provider of homecare services, supporting patients to receive treatment and care in the comfort of their own homes. From medication deliveries to specialist clinical nursing support, including injection training and the administration of IV and infusion therapies, we are dedicated to making healthcare more accessible and convenient for those who need it most.

Supporting over 240,000 patients across a wide range of therapy areas, our experienced and compassionate teams work with individuals living with both rare and more common conditions. Our mission is to make patients' lives easier by removing the stress of managing treatment and providing reassurance that they are receiving safe, high-quality care every step of the way.

If you are passionate about making a real difference and are looking for a role with purpose, where your work has a positive impact on patients' everyday lives, we would love to hear from you.

Main Responsibilities

• To follow and promote relevant SOPs and Company policy and procedure to ensure patient safety at all times.
• To provide excellent customer service ensuring patients and customers’ needs are met in a timely and efficient manner.
• To prioritise the team’s workload to maintain the best service for the patient across the operating hours of the team.
• To oversee quality standards and ensure any quality issues are dealt with.
• To answer incoming calls and deal with customer enquiries and complaints ensuring accurate information is taken, recorded and passed on to the relevant parties.
• To manage and deal with enquiries received via phone, e-mail and webchat
• To maintain documentation filing systems within the department.
• To carry out any reasonable request given by appropriate persons.
• To proactively support the HealthNet Operation by helping in other departments which may be busier than your own at a particular time.
• To contribute to the development and upkeep of the customer care training program.
• To ensure all team members are adhering to agreed quality standards and deal with any quality issues that arise.
• To help with the roll out and management of process changes.
• To deal with any day-to-day issues within the team and feed these back to management.
• To support and lead the team to achieve the targets set within the business.
• Ensure team members have a set of objectives in line with their job description to drive day to day compliance of service delivery. Conduct annual performance reviews and review objectives on a regular basis.
• Lead, coach and develop the team members to ensure that they are able to perform their role to the required standards.
• Ensure that all employees are trained, and the training recorded, as required by the business and to the timescales required.

What experience and skills are we looking for?

• Excellent written and verbal communication Skills
• Computer literacy
• Proven track record of achieving activity targets.

Essential:

• Excellent written and verbal communication Skills
• Computer literacy
• Proven track record of achieving activity targets.

Qualifications

• NVQ Level 4 in customer care or equivalent (Desirable)

What we offer

• Competitive salary structure
• 25 days holiday + bank holidays
• Pension Scheme
• Ongoing training and development
• Professional registration fees paid
• Employee Assistant Programme including 24/7 hour access to remote GP appointments.
• Refer a friend scheme
• Uniform provided
• Kit bags for all Homecare Nurses
• Eyecare Vouches
• Perks and benefits via Perkbox
• Long service awards.