Nighthawk Team Leader

Our client who has been established for over 20 years, are the market leader in telehealth. They are currently looking for Nighthawk Team Leader to join their hardworking and dedicated team.

The ideal candidate will possess demonstrable experience within a Team Leader role, be proficient in IT with a good user knowledge of MS Systems and MS Office Suite, possess excellent verbal and written communication skills with the ability to work in a fast-paced environment. As a Nighthawk Team Leader you will be responsible for managing the Nighthawk Administration team and acting as a primary link between staff and management. You will ensure the team are productive, efficient and supported through training, mentoring and managing individual performance.

The ideal candidate will hold the following skills and experiences:

• Demonstrable experience within a Team Leader role
• Ability to motivate, inspire and influence a team
• Be proficient in IT with a good user knowledge of MS Systems and MS Office suite
• Possess excellent verbal and written communication skills
• Ability to learn new IT systems quickly
• Be able to coach and mentor new starters and existing team members
• Experience in forecasting and rota planning
• Ability to work in a fast-paced environment

Desirable Skills:

• Experience in managing a team including planning, organising and coordinating of resources
• Working within a healthcare industry
• Previous night work experience
• Confidence in resolving issues in a timely manner
• Understand and embrace the need for continual improvement

Your duties as a Nighthawk Team Leader will include:

• Deputy rota management of the team
• Actively assessing team members skillsets and deliver coaching and support to the team to enhance their capabilities
• Managing attendance/sickness and absence cover in accordance with HR procedures
• Problem solving for the team, which can cover: call backs not answering and allocation/AA issues that may arise and portal/technical issues that need escalating
• MS Shift chat support
• Maintaining live dashboards and portals such as Tableau and NH Portal
• Pulling data from dashboards to feedback to relevant teams
• Overall shift management of the NH Portal and managing the company’s acute service through the NH Portal and providing NH portal support to the team
• Escalating issues to line manager when applicable
• Generating EOSR reports daily to be sent out to wider business
• Hand over any issues to other Team Leaders who will be working
• Working closely with the technical team to resolve reporting workflow issues
• Assisting team members when needed
• Diffuse and when required, escalate client complaints through appropriate channels

Salary:

£24,443.55 per annum

Hours:

• 32 hours per week
• 6 week rolling rota (example of hours: 12.45am - 8.45am/4.45pm-12.45am/6pm-2am/8.45am-4.45pm)

Location:

• Working from home
• Must be based in the UK

Start Date:

ASAP