Team Leader

Reporting to the Branch Manager, the Branch Team Leader is responsible for the management,
performance, development and motivation of the Team and Operators, ensuring that the branch team are in the best position to meet the varying needs of the business.  the role is 25 hours per week covering shifts around the opening hours of Monday to Friday 7pm to 11.30pm and Saturday and Sunday 8am to 11.30pm.

Role & Responsibilities
•    Responsible for coaching, training and motivating a team; conducting 1:2:1s, appraisals and
•    formulating development plans.
•    Responsible for monitoring performance and ownership of issue resolution, ensuring Key
Performance Indicators are met or exceeded.
•    Ensuring staff are actively encouraged and working towards their own development via the
accreditation process in line with branch requirements.
•    Ensuring participation in the recruitment and selection process in line with company policy;
•    Responsible for external and internal HR liaison. Acting upon additional advice to manage any performance issues.
•    Responsible for ensuring all check sheets for PCC, infection control, equipment and vehicles
•    are completed daily.
•    Ensuring all PCC breaches are investigated in full by the 1st working day of the following month.
•    Responsible for ensuring branch enquiries are handled in a timely, accurate and professional
manner, and ensuring service level agreements are met.
•    Will take ownership of complaints and remedial action, suggesting actions in the interest of
continuous improvement.
•    Responsible for providing monthly updates for own areas of the business;
•    Responsible for the collation and submission of team payroll within targeted times;
•    Effectively communicating with all levels of management and across different departments to ensure efficient and safe delivery of service;
•    Responsible for planning and organising day-to-day duties with clear focus on achieving
operational and team objectives;
•    Will participate in the “Project Teams” within the branch team.

Qualifications & Experience
Essential:
•    G.C.S.E. English and Maths (or equivalent) grade C or above
•    Minimum 2 years’ experience of managing a team within a contact centre (or equivalent)
environment
•    Experience of supervising, supporting and motivating staff
•    Experience of adhering to strict deadlines

Desirable:
•    Proactive self-starter
•    Ability to work on own initiative
•    Analytical and problem solving skills
•    Ability to multi-task
•    Competent Microsoft Office user
•    Actively working towards own development

For more information about the role and package details please apply online today or contact Lynn on 01785 237826 or lynn.heathcote@alliedhealthcare.com