Team Leader

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

We have a fantastic opportunity for a Call Centre Team Leader to join our team based in Redhill/Burgess Hill. This is a full‑time position (37.5 hours per week) primarily a Monday to Friday role with working hours either 07:00–15:00 or 12:00–20:00. Some flexibility may be needed to support business needs.

Key Responsibilities

• Oversee and manage the day‑to‑day activity of the team – Call Handlers, Dispatchers and Planners – in liaison with the Contact Centre Manager to ensure service delivery.
• Line‑manage the team, including performance, sickness and annual leave management.
• Provide liaison between NEPTS and its customers, including Hospital Management, Health Service colleagues, patients, relatives, carers and operational ambulance personnel to ensure an effective and efficient quality service.
• Investigate complaints/concerns and Datix incidents, including visiting complainants when required, and produce case files in accordance with the Trust’s policies and procedures.
• Ensure all records, correspondence and statistics (manual or electronic) are accurately produced, maintained and compliant with current legislation.
• Manage all Contact Centre activity in conjunction with the Contact Centre Manager to ensure agreed KPIs and quality standards are achieved, including quality monitoring/auditing of calls and statistics and providing individual and team feedback.
• Travel between the two sites, Redhill and Burgess Hill, as required.

Qualifications & Skills

• Strong organisational, analytical and critical‑thinking skills with proven ability to multi‑task and prioritise workload.
• Meticulous attention to detail.
• Confident use of Microsoft packages – Excel, Word, Outlook, etc.
• Supervisory experience, ideally within a call centre or a similar environment.
• Excellent written and verbal communication skills, with the ability to engage at all levels within the organisation.
• Familiarity with working towards targets and KPIs.
• Sociable, approachable and people‑focused.

Benefits

• Life Assurance – £5,000 protection.
• 24/7 online/telephone GP consultation and access to prescriptions.
• Second‑opinion medical support following diagnosis or treatment.
• Cash‑plan benefits including dental, optical and chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Legal advice on domestic matters (e.g., motoring offences, wills, probate, personal injury).
• Financial guidance on retirement planning, tax savings and state benefits.
• Long‑service recognition scheme – increased annual leave at 5‑year intervals.
• Values‑based internal recognition scheme with financial reward.
• Refer‑a‑Friend recruitment incentive scheme with financial rewards.
• Support to colleagues and local communities through the EMED Foundation.
• Paid holiday entitlement.
• Pension scheme.
• Blue‑Light card.
• Uniform provided.
• Employee Assistance Programme (EAP) for health and wellbeing support.
• Flu vaccination through an internal campaign in Autumn/Winter.

EMED Group are committed to providing equal opportunities and endeavour to provide an inclusive and safe working culture for all.

Our Values Collaborative – we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities and the planet. Agile – we listen, learn and adapt to improve the business, each other and ourselves. Reliable – we do what we say we will do, take responsibility and behave with integrity. Empowered – we are confident and committed to delivering the highest quality service.