Support and Case Lead

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

About The Role

The Member Support and Case Lead will inspire and lead a team of Member Support Advisors at the NHSP Member Support Hub, ensuring the delivery of exceptional, efficient, and compassionate service to NHS professionals.

This role involves guiding, mentoring and training team members on best practice to deliver a positive customer experience through various communication channels, and ensuring adherence to organisational policies and procedures.

The primary purpose of the Member Support and Case Lead is to ensure that NHSP customers receive the support they need at the first point of contact.

This involves overseeing the Member Support Hub team to deliver high-quality, timely, and accurate responses to all enquiries via telephone, email, case management and web chat, thereby enhancing customer satisfaction and operational efficiency.

About The Candidate

• Ensure accountability within the team for meeting performance targets and adhering to organisational policies and procedures.
• Accountable for the professional development and performance of Member Support Advisors, ensuring they have the necessary skills and resources to support NHS professionals effectively.

• Advocate for the needs and rights of NHS professionals and trust members, ensuring they receive appropriate and timely support.
• Accountable for identifying opportunities for process improvements and implementing changes to enhance service delivery and client outcomes.
• Responsible for overseeing the management of high-priority and crisis cases, ensuring swift and effective resolution to minimise impact on clients.
• Ensure effective collaboration with external partners, including other healthcare providers and community organisations, to provide comprehensive support to NHS professionals.
• Accountable for proactively addressing and escalating HR matters within the team and attending HR meetings to resolution.
• Supporting the implementation of HR initiatives such as performance reviews, disciplinary procedures, and employee engagement efforts.

About Us

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance with the ability to buy and sell - 27 days per year, plus bank holidays
• A commitment to talent management & development
• Values Star of the Month! - Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win £100 worth of shopping vouchers
• Pension – We’ll contribute up to 10% towards your pension if you join our stakeholder pension scheme
• Life Assurance
• Group Income Protection
• Wellbeing Programme
• Employee Assistance Programme
• Employee Engagement & discounts platform

About Us:

NHS Professionals (NHSP) run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS.

NHSP is committed to being an inclusive employer of choice, working with a variety of partner organisations which provide valuable insights and best practice. We are accredited as a Top Employer by the Top Employers Institute and recognised as one of the Sunday Times Best Places to Work. As part of our ongoing commitment to equity, diversity and inclusion, we have been awarded the Race Equality Code Quality Mark and are a signatory of Disability Confident, Menopause Pledge and Mental Health at Work Commitment.

Equality, Diversity & Inclusion (EDI)

As part of our commitment to EDI, as well as having a number of related staff support networks and calendar of activities, NHS professionals is also working to the following aims:

• To ensure we become an inclusive recruiter of choice, encompassing a fully diverse workforce, which truly reflects society
• To proactively embed the EDI agenda, in a meaningful way, in all that it does
• To create a psychologically safe environment in which everyone can thrive and be at their best
• To actively support and Include disabled people as part of our commitment to the Disability Confident scheme, including offering an interview to applicants to who meet the minimum criteria and choose to apply under the scheme.

We particularly welcome applications from people from minority groups and will provide support to ensure an equitable process.