Customer Services Team Leader

Job Description

We have an exciting opportunity for a Customer Services Team Leader to join our Customer Services team on a 12-month fixed term contract. This role is a based in our Head Office in Central London (NW1 4LJ), with a hybrid working model. We are alsooffering a competitive salary of up to £40,000 per annum plus a fantastic array of benefits.Established in 1932, The London Clinic is one of the UKs largest private hospitals, with 8 state-of-the-art facilities located in the heart of Londons medical community around Harley Street. We have circa 1350 employees, and we are dedicated to providingour patients with expert, individualised treatment and care. We cover a comprehensive range of services, including complex medical and surgical procedures plus a range of cancer services. The London Clinic has a supportive and warm working culture where yourcontribution is valued, and you can help us deliver our three core values of "We go further", "We work as one" and "We personalise care."Job ProfileThe Team Leader is responsible for the line management of Customer Service Representatives and the efficient day to day running of a multi-functional Outpatient and Inpatient contact centre team consisting of surgical and medical bookings, self-pay enquiries,consultant appointments, radiology appointments and switchboard. The post holder will manage sub teams and will have responsibility for staffing, team performance with a passion for continuous service improvement.Acting as shift leader, you will have oversight of Inpatient and day-case surgical and medical bookings, pre-authorisations, pre-verification & payments for Self-Pay patients.

• Job Type: This is a full-time, permanent position working 37.5 hours per week.
• Contract: 12-month fixed term contract.
• Rota: 5/7 shift patterns Mon-Fri 7am-8pm, Sat 7-3 & Sun 8-4, including bank holidays.
• Salary: £37,000 to £40,000 per annum
• Location: 1 Park Square West, London, NW1 4LJ (Baker Street and Regents Park stations) - this role will offer a hybrid working approach.
• Benefits package:Contributory pension scheme (total annual contribution up to 20%).Private Medical Healthcare.33 days annual leave (Inclusive of bank holidays).Season ticket travel loan, family friendly benefits, and a wide range of discounts with a variety of retailers/services, plus much more.We also offer excellent career development; with clear career pathways and access to further education.

Key Duties

• 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.
• 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.
• Build strong relationships with Patients, Consultants, Medical Secretaries and internal departments with a view to enhancing customer service at all stages of contact.
• Manage the teams behaviours and ways of working, in line with the Clinics values including the use of technology, encouraging communication and motivation within the team and in the way the team works with others.

Skills & Experience

• Demonstrable experience of being a Team Leader or Supervisor of a multi-functional contact centre, ideally in a healthcare setting.
• IT / telephony and other systems required to deliver optimal performance in a contact centre setting (preferably knowledge of Meditech).
• Handling high level customer calls, working in a high pressured, performance driven environment.
• Able to demonstrate a professional approach at all times whilst under pressure and in a fast-paced call centre environment.

The London Clinic has charitable status which is fundamental to our identity and how we operate, enabling our teams to invest in treatments, technology and facilities that benefit our patients, staff and the wider community.We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards andregulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitmentteam.The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills andexperience for the job, please apply - we would love to hear from you regardless of your background.