Job Title: EAP Team Leader
Location: Sheffield
Salary: Up to £30,000 per annum, depending on experience
Contract Type: Permanent
Hours: Full time, 37 hours per week
Role Summary
The Team Leader in Operations is responsible for managing and supporting a diverse team that may include customer service advisors, back-office administrators, and outbound schedulers. This role ensures smooth daily operations, drives team performance, and upholds high standards of service quality. Central to the role are people management, operational efficiency, and compliance with service standards, all while fostering a positive and productive work environment aligned with organisational goals.
Main Duties and Responsibilities
Lead, coach, and support team members through regular performance reviews, identifying opportunities for growth and providing appropriate training.
Monitor team metrics and KPIs such as response times, quality scores, and call handling efficiency. Develop action plans to enhance performance and meet targets.
Ensure compliance with organisational standards, regulatory requirements, and quality expectations by conducting regular quality audits.
Act as the primary contact for escalated issues, customer inquiries, and operational challenges, applying strong decision-making skills to maintain service continuity.
Communicate team goals, expectations, and process updates clearly, and provide regular performance reports to your Line Manager.
Knowledge, Skills, and Expertise
Proven supervisory experience in operations or a similar environment, with the ability to lead a diverse team effectively.
Excellent verbal and written communication skills for clear feedback and team engagement.
Strong analytical and problem-solving skills to make effective decisions under pressure.
Knowledge of operational KPIs and performance tracking tools.
Ability to prioritise tasks in a fast-paced, evolving environment while maintaining high service standards.
Competence with CRM systems, productivity software, and willingness to learn new technologies.
About Us
Optima Health is the UK market leader in Occupational Health and Wellbeing services, with a rich heritage dating back to 1947. We provide innovative, tailored solutions to over 2,000 clients across various industries, aiming to improve workforce health and wellbeing. We are proud to offer unrivalled clinical expertise and a supportive, values-driven culture.
At Optima Health, we provide a structured induction and training programme, ongoing career development opportunities, and a commitment to making this a great place to work. We live by our values: We are one team, we do the right thing, we are shaping tomorrow, and we are never too big to care.
What Can We Offer You?
Competitive salary
25 days annual leave plus bank holidays
Buy and sell holiday scheme
Pension scheme
Health Cash Plan
Career progression opportunities
Employee Assistance Programme
Cycle to work scheme
Eye care test vouchers
Flu vaccination scheme
Employee discount scheme
Life assurance
Professional registration fees paid
Clinical Training Academy
Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria will be considered without regard to age, gender, disability, race, religion, or sexual orientation