Contact Centre Team Leader

Belmont Recruitment are currently looking for an experienced Team Leader to join an NHS Trust based in Carlisle on a temporary basis. This is a full-time role working 37.5 hours per week.The successful candidate will provide first line management/supervision to the referral team of patient care advisors and act as a point of reference and support for answering queries or dealing with more complex calls to or from patients.Main Duties:
* Responsible for day to day management of a team of patient care advisors, enabling and supporting patients to book outpatient services in an informed, accurate and efficient manner.
* To monitor the performance of the patient care advisors through the VIP telephone system, ensuring that calls are answered quickly, efficiently and effectively.
* Responsible for planning work rotas to ensure the contact centre opens for extended hours (08:00 - 18:30).
* Day to day staff management including work allocation, prioritising, checking, evaluating and setting required skills and behaviour required of the team to deliver excellence.
* To monitor the performance of the patient care advisors on the Referral team and ensure that patients and others using the call centre receive an excellent level of service.
* To provide an accessible, responsive patient focused service that reacts quickly to their identified need, and act as a point of contact for the patient throughout the process.
* To provide a first line Supervisory service, taking calls and liaising with patients and carers.
* Answering basic clinical queries from patients and giving advice, such as where to obtain test results, who the patient needs to speak to, or other departments they have been referred onto as a result of their initial appointment.
* To support and provide patients and staff with a wide range of information, i.e. hospital visiting hours, parking, directions to hospitals, what patients should bring with them to clinic (medications, etc.)
* Provide a responsive Emergency GP Bed Referral Service.
* Responsible for planning of team's day to day work, prioritising and delegating work as necessary to team, working under pressure and dealing with non-routine situations, to meet NHS target deadlines.
* To analyse information relating to clinic capacity and demand within outpatient Services to meet NHS waiting time targets, meeting with Operational Services Managers to discuss and plan necessary capacity needed to meet NHS targets.Essential Criteria:
* An understanding of issues relating to confidentiality when dealing with sensitive issues.
* Sound organisational skills and ability to work in an organised manner under pressure.
* Previous experience in a similar capacity within the NHS.
* 5 GCSEs graded A* - C or equivalent.
* Previous experience in the management of NHS waiting lists, clinical and administrative booking processes.
* Knowledge of medical terminology.If this role is of interest to you, please apply with your updated CV
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