Customer Patient Services Team Coach

Pyramid8 are currently recruiting for a Customer Patient Team Coach to support the continued growth and success of the company by supporting their coordinators to deliver and exceptional experience to their patients. The Customer Patient Services Team Coach will have a passion for driving quality and continuous improvement and will always put the patient and our customers at the heart of everything they do. To be successful in this role you must be an advocate of change, you will encourage and support best practice and ensure your team are well trained and are ambassadors for the business. Key Responsibilities: • Analyse performance utilising management information to improve the performance of the team/individuals and identify reasons for under performance, taking appropriate corrective action where required. Drive and inspire outstanding operational performance. • Training, developing and coaching team members to reach their full potential in delivering excellent service as efficiently as possible. Coach and develop a team through coaching, mentorship and performance management. • Recognising and rewarding the right behaviours, you will encourage individuals and celebrate team success to create self-sustained and positive energy in the team. Energising your team to achieve high levels of motivation. • Identify ways of improving the quality and productivity of our team and help drive continuous improvement. Ensuring "a great patient experience" is delivered at every level through quality and customer satisfaction monitoring and to also ensure effective and relevant quality control measures are in place • To coach and motivate a team, creating a working environment which promotes ownership and accountability, embraces continuous learning and engages and enables the team to excel on all fronts. • Spend 50% of your time coaching a team to drive a great patient experience whilst supporting the ongoing development of a team creating an engaging culture and nurturing talent. • Create an environment and culture in which individuals are encouraged and supported to do their best work • Motivating a team to meet and exceed daily, weekly and monthly stretch KPIs across a balanced scorecard • Ensure effective and consistent communication throughout the team, encourage feedback and insight in order to enhance the patient experience • To continually monitor call quality and improve service, minimise errors and track operational performance. To liaise with the CS Quality & Compliance Team to ensure appropriate and consistent adherence to policies and procedures is maintained, so that high operational standards are ensured. • Carry out regular 121’s, developing a performance culture where training, coaching and development are key. Identify actions and training to ensure skills and knowledge are developed effectively • Support the CPS Leadership team with performance updates to ensure effective PDR’s can be completed to support the development, engagement and performance management of team members. • Coach team members in a supportive manner in line with company HR policies. Proactively handle an array of employment relation issues in accordance with company procedure. • Take an active role in the call centre to contribute to the effectiveness and well-being of the team members helping ensure that overall aims and objectives are met. • To communicate the company’s purpose, core values and vision to the team in an engaging and inspiring manner. • Work to targets and prioritise tasks to meet and exceed these targets • Champion first call resolution for our patients including resolving escalated complaints • Be a champion for change and lead the way in embedding new process and services. • Coach to optimise team performance and attendance including providing information to Line Managers to sign off probation • Support Line Managers in the recruitment and selection of new starters, identification of training needs etc • Identify and instil best practice and processes, and drive continuous improvement, sharing best practices and supporting peers • To carry out any other reasonable duties defined by the Head of Customer Patient Services, and any of the CPS Senior Leadership Team within areas, commensurate with the grading and level of responsibility of the position Knowledge: • Previous experience in working as a coach of a service oriented team, ideally in a contact centre environment. Significant experience working in a customer service environment • General knowledge of: Maths and English ideally GCSE grade C or above (or equivalent) or Customer Service NVQ. Skills/Abilities: • Exceptional coaching ability with a proven record of improving performance • Experience in using team performance management techniques • The ability to influence and coach a team through challenges and change • Able to work under pressure and thrive working in a fast paced, target driven environment • The ability to coach and motivate a team to exceed targets, maximise profitability and achieve the highest standards • Time management, problem solving and organisational skills • Excellent communication skills • Ability to work under pressure, manage your time effectively and work on your own initiative • Quality focused with a passion for delivering excellent service and getting it right for our Patients • This is a real fast paced role and the ability to coach a team in an agile way through challenging situations will be absolutely key to success. • Excellent written and verbal communication skills. • Effectively builds relationships and influences others. • Builds and develops effective teams. Team player that aligns work with other functions, and works in best interest of wider performance. • Drives to succeed; hardworking and seeks continuous improvement • Displays critical reasoning to find new ways of working of solve problems • Handles pressure well • Is approachable and demonstrate a positive attitude