Team Leader

As an out of hours and urgent care provider, we are seeking Team Leaders to work in our 24/7 operation based in Birmingham. Team Leaders are responsible for supervising the operational staff based at our Call Centre and Treatment Centres across Birmingham and Solihull. In addition, you will undertake management responsibility of the call handlers. As a Team Leader you will be an integral part of our frontline services team consisting of Clinicians, CCO and Receptionists. You will be experienced in running a busy shift and supervising your colleagues to deliver a quality service to our patients. We are looking for Team Leaders who have a drive and passion to make a difference to peoples lives, to be able to work well as part of a team and have good problem solving and excellent interpersonal skills with an empathetic nature. You will be a highly motivated individual with a flexible and positive approach to work. You can make an invaluable difference every day to patients by providing help and support to people at their time of need. You will possess excellent organisational, influencing, and problem-solving skills and be able to act on your own initiative. You must have excellent communication skills as a large part of the role involves working closely with both clinical and non-clinical support staff.,

• The Team Leader is responsible for running and supervising the operations based at the ABR Call Centre and the remote Urgent Treatment Centre sites [UTC], providing support for the Badger Out of Hours service. The Team Leader is an integral part of the front-line services team consisting of Call Handlers, Receptionists, Clinical Receptionist/ HCSW, CCO, FSO and Clinicians at the Call Centre and UTCs.
• You will ensure that all incoming calls are answered and resolved within agreed time scales in line with National Quality Requirements [NQR], in an appropriate and professional manner.
• You will liaise with NHS 111 and other care providers who supply services across the West Midlands area.
• You will be required to co-ordinate and motivate call centre and UTC staff and keep morale high. During busy periods you may be required to undertake the roles of call handler, dispatcher and receptionist.
• The post holder will supervise and provide daily leadership within the Call Centre based at our Bourne Road site; some travelling may be required. The postholder will support the Operations Manager, ensuring key objectives are met and highlight areas of non-compliance within service delivery.
  
  Badger Group is a social enterprise that works with key stakeholders including NHS Trusts, local authorities, local Councillors & MPs and GPs to deliver best patient care.