Call Centre Team Leader

This is full time position (37.5 hours per week) primarily a Monday to Friday role with working hours between 07:00 -21:00. Some flexibility may be needed to support business needs. Role Responsibilities

• The role of the CCO Call Centre Team Leader is to monitor all call taking activities and contract performance throughout the course of the day, ensuring that there is an effective service across all contracts.
• You will be working alongside the CCO Supervisor to ensure effective, patient centred service is delivered across the contract from point of booking to completion of transport.
• In this role, you will support the monitoring and managing of the call demand, resolving issues and where appropriate, escalating any expected challenges or risks ahead of any issues arising. You will function as a point of escalation for on the day service queries and concerns and look to resolve to prevent further escalation and complaints.
• A key responsibility of the CCO Call Centre Team Leader is to support the line management to all call handlers. You will be supporting them to ensure the successful completion of their role including call audits, HR management and ensuring they have a full understanding of the contract's expectations and KPIs.
  
  Strong organisational, analytical, and critical thinking skills with proven ability to multi-task and prioritise your workload, as required.
• Meticulous diligence to detail
• Confident using Microsoft packages - Excel, Work, Outlook etc.
• Supervisory experience, ideally within a call centre or a similar environment.
• Excellent written and verbal communication skills with the ability to engage at all levels within organisation.
• Familiar with working towards targets and KPIs
• Sociable, approachable and people focused.
  
  The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with more than 3000 colleagues across 60 depots. Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.
EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all. EMED Group


• Life Assurance - providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance re retirement planning, tax savings and state benefits.
• Long Service Recognition Scheme - recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
• Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities.
• Paid holiday entitlement.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).
Our Values Collaborative - we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet. Agile - We listen, learn and adapt to improve the business, each other, and ourselves. Reliable - We do what we say we will do, we take responsibility and we behave with integrity. Empowered - We are confident and committed to taking responsibility to deliver the highest quality service.