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The London Clinic
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London, Greater London
Customer Services Team Leader
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Job Type: Full-time |
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Overview
Customer Services Team Leader The London Clinic is one of the UK’s largest independently owned non-profit hospital, where we pride ourselves on our values, and putting the patient at the heart of everything we do. We have an exciting opportunity for a Customer Services Team Leader to join our Customer Services Department located at our Administration Building in Central London, NW1 4LJ. The London Clinic is one of the UK’s largest independently owned non-profit hospital, and we have been providing exceptional care since 1932. We have 8 premises, where we perform highly complex procedures as well as routine surgery & medicine. Our main hospital spans 8 floors comprising of 234 beds and 10 theatres, and The Duchess of Devonshire Wing is our award-winning cancer centre, which includes state-of-the-art radiotherapy, chemotherapy suites and 47 dedicated patient bedrooms for Oncology & Haematology patients. The Team Leader (TL) is responsible for the line management of Customer Service Advisors and the efficient day to day running of a multi-functional Outpatient and Inpatient contact centre team consisting of theatre and medical bookings, self-pay enquiries, consultant appointments, administration, radiology appointments, Patient Liaison and switchboard. Job Profile: The TL will be responsible for providing clear and robust operational management whilst delivering a high quality customer service. Job Type: This is a full-time, permanent position working 37.5 hours per week Monday to Sunday between the hours of 7am-8pm. Salary: The attractive salary for this role is competitive, and will be dependent upon skills and experience. Benefits package: We offer a comprehensive package which includes a contribution pension scheme (total annual contribution up to 20%), Private Medical Healthcare, 25 day’s annual leave, season ticket travel loan, and a wide range of discounts with a variety of retailers and services. We also offer excellent career development; with clear career pathways and access to further education. Duties & Responsibilities • Direct line management of Customer Service Advisors (CSAs) / call handlers maintaining high levels of service and quality to patients, consultants and other stakeholders at all times • Line manage and motivate the sub team for which post holder is responsible for • To ensure that patient calls are answered in a timely way, bookings/appointments are dealt with by CSAs efficiently and professionally over the phone, and all calls are taken with care and empathy • Work collaboratively with other Team Leaders to ensure consistent service excellence, and cross cover when required • Undertake regular meetings with sub team to ensure timely and accurate cascade of information and daily / weekly performance review Skills & Experience • Demonstrable experience of being a Team Leader or Supervisor of a multi-functional contact centre • Line management experience • Experience of applying SLAs / KPIs to drive performance • Handling high level customer calls, working in a high pressured, performance driven environment • Ability to co-ordinate and effectively prioritise a number of conflicting priorities We are an organisation that has charitable status and this helps us to drive forward our mission of reinvesting our income to deliver better patient outcomes. Join a supportive and warm working culture, where your contribution is valued, and you can help us deliver our three core values: Caring, Inspiring and Pioneering, which summarise our belief in integrity, compassion and high quality service.