Contact Centre Team Leader

Nuffield Health Brentwood; Epsom; On-site; GBP 60,000 - GBP 80,000; Full time

Job description

Contact Centre Team Leader
Epsom Support Centre | Contact Centre | Permanent | Full-Time

Up to £31,400.00 per annum, depending on experience

37.5 hours per week

Nuffield Health is the charity that’s building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes – we’ll do whatever it takes to look after the UK’s wellbeing. It starts with passion and commitment to quality. It starts with you.

If you are an experienced leader with a passion for delivering an exceptional customer experience, strong people‑management skills, and the ability to inspire high performance, you could be the next person to join our friendly, welcoming Contact Centre team on a hybrid working basis.

As a Contact Centre Team Leader, you’ll bring excellent communication skills, strong motivational leadership, and the confidence to manage team performance in a busy and fast‑moving environment. With your positive, proactive approach and ability to coordinate multiple work‑streams, you’ll support the development of a high‑performing team committed to delivering outstanding service.

As a Contact Centre Team Leader, you will:

• Demonstrate Nuffield Health’s vision and values by leading by example
• Take responsibility for the operational management of your business unit within the Contact Centre
• Coordinate work‑streams, ensuring service levels are achieved and maintained
• Support seniors in allocating work, monitoring individual performance, and identifying areas requiring improvement
• Lead, develop and coach team members, motivating them to achieve KPI targets
• Create and maintain a strong team culture and a professional, collaborative working environment
• Provide full personnel management, including recruitment, induction, development, performance review, and absence management
• Deputise for the Contact Centre Manager and support other Team Leaders when required
• Deliver consistently high standards of customer service, ensuring seamless client experiences across all channels
• Support the team with handling complaints, queries and customer feedback
• Produce daily performance analysis, identifying risks to service levels and taking corrective action as needed
• Complete personal work‑stream duties to required KPI standards, adapting to operational demand
• Work closely with the Management team to develop a culture of continuous improvement
• Create reports and statistical tools using spreadsheets and Business Objects
• Ensure accurate data capture, referral processing and maintenance of IT systems
• Appropriately escalate patient or complaint issues to seniors or relevant leaders
• Communicate effectively using appropriate channels, sharing updates, information and progress
• Participate in meetings, conferences and project activities as required
• Adhere to Data Protection principles and ensure all information is treated confidentially
• Follow health and safety and quality management procedures at all times
• Take responsibility for your own personal development through regular 1:1s and annual appraisal processes

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

At Nuffield Health, we take care of what’s important to you.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role.

Apply today… It starts with you.