Contact Centre Assistant ManagerSalary: Up to £40,792.68 plus benefits Are you a motivated leader with a passion for driving team performance and delivering exceptional patient experiences?
Join our team as a Contact Centre Assistant Manager, where you'll lead daily operations, monitor performance, and ensure quality standards are met to continually improve our patient services.Key Responsibilities:Team Leadership & Performance Monitoring: Manage and monitor contact centre operations, ensuring the team meets all KPIs, quality standards, and performance targets.
Champion continuous improvement in team effectiveness to enhance the patient experience.Workload Planning & Efficiency: Oversee contact centre workload and resource planning, ensuring optimal team performance, effective handling of patient inquiries, and achievement of daily targets.Team Development & Growth: Support and develop the performance and potential of each team member, fostering a collaborative and productive work environment focused on growth and success.Compliance & Quality Assurance: Ensure the team adheres to all governance, risk, compliance, and quality standards, contributing to a high standard of patient care and service excellence.Stakeholder Collaboration: Build strong relationships with internal and external stakeholders to enhance patient services and gain insights to drive operational improvements.
Why LloydsPharmacy Clinical Homecare?We have a lot to offer to not only the 100,000 patients we support, but also to our valued employees.
LloydsPharmacy Clinical Homecare has a wide range of exciting opportunities for passionate professionals across nursing, patient services, compounding, pharmacy and warehousing.
These roles come with fantastic benefits including: 25 days annual leave plus bank holidays Company bonus scheme Outstanding training & development programmes Up to £1200 refer a friend bonus Full support from our employee assistance programme including a health and well-being app Savings and discounts at multiple retailers through our rewards portalAbout YouTo excel as a Contact Centre Assistant Manager, you'll ideally bring experience from a contact centre environment, particularly within healthcare or patient-focused settings.
You're someone who can lead by example, motivate your team, and foster positive relationships with stakeholders to drive the success of the centre.
Key qualities and skills that will help you thrive as a Contact Centre Assistant Manager include: Experience within a contact centre particularly within a healthcare/patient focused environment Knowledge of contact centre software, telephony systems, and other relevant technologies.
Strong interpersonal skills with the ability to grow, lead and motivate a team and manage stakeholder relationships Skill in utilising contact centre technology and analytics tools to monitor and evaluate team performance.
Familiarity with the standards, regulations, and policies relevant to the contact centre and patient services Clear and effective communication skills Ability to quickly identify issues and develop practical solutions in a timely manner.
Capability to think critically and make informed decisions under pressure.
Proven ability to prioritise work based on need/demand.
Ability to prioritize tasks and manage time effectively to meet deadlines and respond to ad-hoc issues.
Skill in managing multiple tasks simultaneously without compromising on quality.
Ability to adapt to changing operational demands, new technologies, and organisational changes.
Taking responsibility for the actions and decisions of oneself and the team.
Willingness to work collaboratively with others, both within and outside the contact centre, to achieve common goals.
Adhering to a high standard of integrity, professionalism, and confidentiality in all interactions.
About UsAt LloydsPharmacy Clinical Homecare, with over four decades of experience supporting patients since 1975, we are dedicated to delivering exceptional clinical homecare services to more than 100,000 patients in their own homes, workplaces, or communities across the UK.
Our comprehensive range of treatments spans from medication delivery to specialised nursing for complex conditions such as home parenteral nutrition, chemotherapy, IV antibiotics, enzyme replacement therapy, rheumatoid arthritis, multiple sclerosis, and beyond.
Working in collaboration with the NHS, pharmaceutical companies, and private medical insurers, we prioritise patient care and are guided by our values of Delivering together, Being Accountable, Giving it our all and Continually Improving to provide the highest standards of service delivery and patient outcomes.We pride ourselves on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias.
If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our resourcing team