Job summary
Job Overview:
As a Customer Services Team Leader, you will take pride in working closely with both your staff and customers to address their queries, ensuring exceptional communication is at the heart of delivering outstanding customer satisfaction.
You will have direct responsibility for day-to-day staff management, demonstrating strong leadership skills to inspire, motivate, and effectively engage your team. Your role will involve managing team performance, providing guidance, and supporting professional development while fostering a collaborative and productive working environment.
In addition, you will be adept at navigating challenging situations--whether dealing with complex customer issues or internal team dynamics--maintaining composure and professionalism to resolve conflicts and drive positive outcomes.
You will prioritise operational tasks, ensuring the seamless execution of daily activities across assigned services. Holding key operational responsibilities, you will rotate through various areas within Customer Services to maintain a consistently high-quality service for both the Trust and its external customers.
Main duties of the job
To supervise, lead and assist switchboard and call centre operators and in the first instance, dealing with any requests or complaints.
Ensure the day to day supervision of the staff including management of staff meal breaks to ensureadequate cover to meet the demand of the service.
About us
What We Offer
The NHS Pension Scheme - one of the most generous and comprehensive in the UK. When you start working for the NHS you automatically become a member and you will get an excellent package of pension benefits.Interest free Season Ticket LoanLong Term Service AwardsSubsidised on-site nurseries and childcare vouchersA comprehensive staff health and well-being programme
Ride to work schemeEmployee assistance programmeFree stop smoking service
Our Trust values are
Our values: Caring - we put patients first |Ambitious - we innovate and strive for excellence |Inclusive - we respect each other and work collaboratively
Job description
Job responsibilities
Detailed Job Description and Main responsibilities
Staff Management
You will be responsible for the day-to-day management of the team, ensuring all staff are managed in line with Trust policies and procedures. This includes providing strong leadership by acting as a positive role model at all times.
You must have proven experience in managing staff on a daily basis, including supervising workloads, optimising team allocation to ensure efficient service provision, and maintaining administrative support across service hours.
Working closely with Service Leads, you will assist in recruiting, inducting, developing, and supporting the team to consistently deliver the required services to the highest standards.
Supported by your line manager, you will regularly review and report on staff performance, setting clear standards and objectives for individuals, identifying training and development needs, and addressing performance or conduct issues where necessary.
A key part of your role will be motivating and supporting staff so they understand the service objectives and are empowered to contribute effectively, maintaining a high standard of patient care.
You will manage staff requests for annual and special leave, ensuring adequate rota coverage, and maintain up-to-date mandatory training records, ensuring staff complete required training within designated timeframes.
You must be confident navigating challenging situationswhether resolving staff conflicts, handling complex queries, or managing operational pressuresdemonstrating professionalism, problem-solving skills, and calm decision-making.
Additionally, you will ensure full adherence to Trust HR policies within the department and be fully conversant with all call centre applications, including the ability to troubleshoot issues and train team members to enhance their skills and progression.
Operational Management
- Administer the daily running of the service including dealing with any problems as and when they arise ensuring appropriate solutions are put in place.
- To ensure resolution of enquiries, complaints at the earliest possible opportunity. If unable to resolve, then to escalate to the management team
- Ensure that the services are fully resourced and maintained at all times.
- Undertake any administrative tasks and other duties, as appropriate, and assist the management team with any office duties that may be required, as & when necessary
- To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction
- Influence the achievement of Key Performance Indicators by managing resources appropriately.
- To monitor the changing needs of the service, liaising with internal and external customers to identify areas for initial improvement
- Escalate issues and make recommendations to the Operations Supervisor (band 5) and Service Improvement Lead (band 6) for service improvement.
- Implement suggested service improvements to the satisfaction of internal and external customers as instructed by the management team and in line with their plans.
- Ensure staff follow and implement service and Trust policies. Provide suggestions for improvement where required
- Maintain SLA and key performance data and provide reports on the service delivery.
- Attend Performance Review meetings monthly and present data to management team
- To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
- Responsible for stock control and ensuring adequate supplies are maintained.
- To report any system faults to the Senior Management Team immediately
- To assist in a Major Incident if required, giving staff clear direction and instruction
- Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff
- Responsible for ensuring all broken bleeps and pagers are sent to supplier for maintenance, keeping accurate records and ensuring equipment is returned in a timely manner.
- Responsible for ensuring telephone directory updates are actioned
- Participate in a rotating rota, including weekends and Bank Holidays unless otherwise agreed
Job description
Job responsibilities
Detailed Job Description and Main responsibilities
Staff Management
You will be responsible for the day-to-day management of the team, ensuring all staff are managed in line with Trust policies and procedures. This includes providing strong leadership by acting as a positive role model at all times.
You must have proven experience in managing staff on a daily basis, including supervising workloads, optimising team allocation to ensure efficient service provision, and maintaining administrative support across service hours.
Working closely with Service Leads, you will assist in recruiting, inducting, developing, and supporting the team to consistently deliver the required services to the highest standards.
Supported by your line manager, you will regularly review and report on staff performance, setting clear standards and objectives for individuals, identifying training and development needs, and addressing performance or conduct issues where necessary.
A key part of your role will be motivating and supporting staff so they understand the service objectives and are empowered to contribute effectively, maintaining a high standard of patient care.
You will manage staff requests for annual and special leave, ensuring adequate rota coverage, and maintain up-to-date mandatory training records, ensuring staff complete required training within designated timeframes.
You must be confident navigating challenging situationswhether resolving staff conflicts, handling complex queries, or managing operational pressuresdemonstrating professionalism, problem-solving skills, and calm decision-making.
Additionally, you will ensure full adherence to Trust HR policies within the department and be fully conversant with all call centre applications, including the ability to troubleshoot issues and train team members to enhance their skills and progression.
Operational Management
- Administer the daily running of the service including dealing with any problems as and when they arise ensuring appropriate solutions are put in place.
- To ensure resolution of enquiries, complaints at the earliest possible opportunity. If unable to resolve, then to escalate to the management team
- Ensure that the services are fully resourced and maintained at all times.
- Undertake any administrative tasks and other duties, as appropriate, and assist the management team with any office duties that may be required, as & when necessary
- To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction
- Influence the achievement of Key Performance Indicators by managing resources appropriately.
- To monitor the changing needs of the service, liaising with internal and external customers to identify areas for initial improvement
- Escalate issues and make recommendations to the Operations Supervisor (band 5) and Service Improvement Lead (band 6) for service improvement.
- Implement suggested service improvements to the satisfaction of internal and external customers as instructed by the management team and in line with their plans.
- Ensure staff follow and implement service and Trust policies. Provide suggestions for improvement where required
- Maintain SLA and key performance data and provide reports on the service delivery.
- Attend Performance Review meetings monthly and present data to management team
- To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
- Responsible for stock control and ensuring adequate supplies are maintained.
- To report any system faults to the Senior Management Team immediately
- To assist in a Major Incident if required, giving staff clear direction and instruction
- Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff
- Responsible for ensuring all broken bleeps and pagers are sent to supplier for maintenance, keeping accurate records and ensuring equipment is returned in a timely manner.
- Responsible for ensuring telephone directory updates are actioned
- Participate in a rotating rota, including weekends and Bank Holidays unless otherwise agreed
Person Specification
Qualifications
Essential
- Minimum 3 GCSE qualifications in English, maths and one other and/or equivalent
- Qualification in ILM / CMI or equivalent Leadership Qualification
Desirable
- NVQ 3 Diploma in Customer Services
Experience
Essential
- Proven experience to develop, lead and motivate staff
- Management experience within a large call centre
- Must have proven experience using IT skills including: Outlook, Excel and Word
Skills
Essential
- Ability not only to lead a team but to work as part of a team
- Able to communicate clearly and effectively with all cultures
- Able to work independently and take responsibility for day to day workload
- Able to remain calm and efficient in an emergency and empathise
- Ability to absorb and act upon information quickly and responsibly
- Able to communicate effectively in writing and to deal with confidential information appropriately
- Ability to use own initiative
Person Specification
Qualifications
Essential
- Minimum 3 GCSE qualifications in English, maths and one other and/or equivalent
- Qualification in ILM / CMI or equivalent Leadership Qualification
Desirable
- NVQ 3 Diploma in Customer Services
Experience
Essential
- Proven experience to develop, lead and motivate staff
- Management experience within a large call centre
- Must have proven experience using IT skills including: Outlook, Excel and Word
Skills
Essential
- Ability not only to lead a team but to work as part of a team
- Able to communicate clearly and effectively with all cultures
- Able to work independently and take responsibility for day to day workload
- Able to remain calm and efficient in an emergency and empathise
- Ability to absorb and act upon information quickly and responsibly
- Able to communicate effectively in writing and to deal with confidential information appropriately
- Ability to use own initiative
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
