Are you seeking an exciting new job opportunity to make a difference? This vacancy could represent a significant step in your professional development within the customer service sector.
As a Senior Team Lead, you will assist out Customer Service and Administration Managers in Bracknell to ensure the service we provide is safe, effective, caring, and responsive.
The Senior Team Lead role, based in Bracknell, is pivotal to the smooth running of our call centre. This position demands a proactive and hands-on approach, ensuring that patient queries are managed efficiently, calls are supported as needed, and the highest professional standards are consistently upheld. The Senior Team Lead acts as a central figure in maintaining operational excellence, supporting both patients and colleagues, and driving continual improvement within the team.
About the role
The Senior Team Lead will be able to prioritise workloads and meet deadlines whilst working to the highest standards. As our operation runs around the clock, 365 days of the year, you will sometimes need to bring a flexible approach to working hours.
Day to day, your duties will include but not be limited to:
1. Ensuring the seamless execution of daily tasks within the team and dynamically manage shifts by allocating resources efficiently to meet demand.
2. Assisting with the management of call centre operations.
3. Oversee the Admin Line for all clients, guaranteeing all requests are processed without delay and to a high standard.
4. Working closely with the training department to ensure all staff are up to date on policies/procedures.
5. Assist in rolling out new processes and policies across the department, supporting change management initiatives.
6. Participate in the overall management of the call centre to drive improvements in Service Level Agreements (SLAs) and operational targets.
7. Working closely with the rota team to ensure you’re up to date with staffing changes.
About You
The ideal candidate will be able to demonstrate:
8. Exceptional organisational and communication skills.
9. An ability to remain calm under pressure and in high-pressure situations, ensuring continuity of service.
10. An ability to maintain confidentiality and act with discretion and diplomacy.
11. Be self-motivated and able to work under own autonomy or as part of a team.
12. Take responsibility in promoting a positive working environment through setting high standards as a role model.
About HealthHero
HealthHero is Europe’s largest online provider of GP and counselling services. We deliver a private GP service 24 hours a day, 7 days a week, to patients that need access to GP advice. We also process healthcare correspondence and documentation such as prescriptions, specialist referral letters and fit notes, across the UK and Republic of Ireland.
We’re proud to be recognised as a Great Place to Work, which reflects our commitment to creating a supportive and engaging culture. We have also been featured as the fastest growing digital healthcare company of scale in the first Sunday Times 100 Tech list. This recognition shows our impact in the digital health sector and our dedication to innovation and excellence.
You will receive ongoing training and support and there is excellent opportunity for career progression, into further management, HR, and IT.
What we offer
13. Ongoing training and support
14. Opportunities for career progression
15. Company Pension scheme
16. Life Insurance
17. Access to HealthHero healthcare services, including Private 24/7 GP service and Employee Assistance Programme
18. 28 days holiday (inclusive of UK bank holidays)
19. Pizza lunches and free snacks
20. Free parking
Apply
If you would like to make a difference and think this is the role for you, we would love to hear from you.
For a full Job Description or if you have any questions, please contact our Recruitment Team at
Closing date: Monday 3rd November (5pm)
Please note that we reserve the right to close this job advert in advance of the advertised closing date.