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SalaryAt Clinical Partners, we pride ourselves in being one of the countrys leading mental health services, specialising in assessing and treating neurodivergent issues, whilst offering a wide range of services. At the core of our company culture, we look to drive operational excellence with an aim for an elite patient experience and ultimately better mental health.
We are looking for a Contact Centre Manager to join our dynamic team where you will be responsible for leading the daily operations of the Contact Centre of our NHS Operations. Through a team of Supervisors you will ensure a consistent and effective Contact Centre service is maintained at all times.
You will be responsible for providing oversight and leadership to the team and staff management functions, making decisions and providing solutions and advice to staff.
Working closely with the Operations Team Manager you will ensure a seamless management approach for our Operations work streams.
Your day-to-day will consist of leading the Contact Centre and designated workstreams, via effective line-management of the Team Supervisors. You will collect, analyse, and report on data to identify trends and areas for improvement with optimization of service delivery at the forefront.
You will set and monitor levels of customer service, reporting on call metrics and team performance whilst establishing systems to ensure excellent service quality standards.
Additionally you will manage staffing levels and resource allocation to effectively meet service demand while optimising operational costs. You will have involvement in the implementation of contact center technology solutions, such as CRM systems and the implementation of training programmes to enhance the skills and knowledge of staff members.
At the forefront of your role you will foster a positive and supportive work environment, promoting teamwork, professionalism and continuous improvement.
Benefits/Perks
- Were offering hybrid working in this role. Youll be fully equipped to enable remote working.
- 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
- A day off for your birthday.
- Opportunities to take part in charitable events.
- Flexible working opportunities to fit around your personal and family life.
- Access to a Wellbeing portal and Employee Assistance Programme (EAP).
- Eyecare Scheme/Company contribution towards eye tests and glasses.
Requirements
- Previous experience in effectively managing a team of team leaders/supervisors/managers
- Previous experience in a Contact Centre Manager role
- A relevant leadership qualification or formal training in leadership and management
- Experience working with Contact Centre technologies and software, with the ability to leverage them for operational efficiency and service improvement.
- Good knowledge across a range of administrative work procedures including non-routine elements
- Knowledge of quality assurance, continuous improvement and regulatory principles
- Knowledge of data protection regulations
- Understanding of data management and analysis techniques
To be considered for this exciting opportunity, please simply submit your CV.
If youd like to discuss this role in more detail with the hiring manager or wish to have a copy of the full job description and person specification, please email Recruitment@Clinical-Partners.co.uk and this will be arranged.
Were proactively recruiting to this role which may result in the advert being closed early. All CVs received at that point will be considered.
Clinical Partners is committed to safeguarding and promoting the welfare of children, young people and adults, and expect all workers to share this commitment and these values. We ensure that all our recruitment and selection practices reflect this commitment and are in line with our Safeguarding Policy. Successful candidates will be offered employment subject to Disclosure and Barring Service checks along with other relevant pre-employment checks.
