Team Leader

Branch 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.

Role & Responsibilities
Team Support and Management
 Responsible for coaching, training and motivating a team; conducting 1:2:1s, appraisals and formulating development plans.
 Responsible for conducting regular team meetings ensuring any changes or updates in policy and procedures are communicated.
 Ensuring SMART objectives are set for team members in relation to call centre metrics.
 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.
 Responsible for promoting and encouraging continuous improvement within team in relation to working practices and procedures.
 Taking joint accountability for performance and communication regarding any changes or updates to the contract.
 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.
 Actively works towards their own development and highlights areas for improvement and advancement without being prompted. Seeks assistance and support to address any areas identified. Attend additional on the job training sessions (may be outside of normal working hours) in relation to consistency, own development and new business wins.
Operational
 Responsible for ensuring all check sheets for PCC, infection control, equipment and vehicles are completed daily.
 Ensuring all staff members have CRB’s completed along with any essential or cascade training.
 Responsible for resolving IT issues impacting on service delivery and performance.
 Ensuring all PCC breaches are investigated in full by the 1st working day of the following month.
 Responsible for actively leading and managing the team to ensure safe delivery of service with Team Managers and Leaders based in the central or other satellite locations.

 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 ensuring all Health & Safety and Fire Safety requirements are in place for each PCC and evidenced.
Administration
 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;
 Responsible for ensuring all patient-identifiable information is disposed of in secure waste disposal bins;
 Will participate in the “Project Teams” within the branch team.
The tasks and responsibilities shown above are not exhaustive but should merely be regarded as a guide. The jobholder will be expected to conduct any reasonable activities according to the business needs at that time. These will be subject to periodic review and may be amended to meet the changing needs of the service. The job holder will be expected to participate in this process and the company would aim to reach agreement to changes.
Competencies
 Results Driven – Shows a readiness to make decisions and commit to a course of action. Motivated by challenge and sees problems through to their conclusion.
 Team Effectiveness – Displays collaboration, builds alliances and encourages others to work together.
 Commercial Awareness – Shows an understanding of the business, thinks in terms of profit, loss and added value.
 Customer Focus – Dedicated to meeting the expectations and requirements of the internal and external customers, ensuring and maintaining effective relationships, and building trust.
 Communication – Always communicates clearly and accurately. Listens to others and absorbs information.
 Influencing – Gains clear agreement and commitment from others by persuading, convincing and negotiating.
 Planning and Organising – Plans ahead and works in a systematic and organised way. Follows directions and procedures.
 Alignment and Compliance – Aligned to the values, culture and mission of the organisation.
 Leading and Supervising – Takes control and exercises leadership, initiates action, gives direction, and takes responsibility.
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

Branch Opportunities
Primecare
Primecare
Primecare
Birmingham
Birmingham
Morning, Evening, Weekends, Monday - Sunday (Variable)
Temporary (3 month)

This vacancy is closed to applications.