Excellent Salary and Benefits


Burton upon Trent

Customer & Patient Services Team Leader

Healthcare at Home Burton are currently recruiting for an initial 6 month contract Customer Service Team Leader to join our contact centre team. As a key part of the customer and patient services support team, you will lead a team of phone based customer service agents who delivery in and outbound customer service calls to our patient population. You will be an experienced leader, ideally from a phone based contact centre background. 


Role Purpose:


To contribute to the growth and success of the Company by effective management and leadership of the Patient & Customer Service Therapy Co-ordinators to ensure the provision of a high quality, reliable, responsive and customer oriented service in line with patient needs and business objectives.


Healthcare at home … a little about us….

Our vision is simple, we help our patients have their best day, every day.


Working alongside healthcare providers and pharmaceutical companies, we ensure first class clinical care in the home to our patients and provide greater insights and efficiencies to our customers.

Delivering through a patient centric approach, coupled with the introduction of user friendly technology, we provide clear visibility of the patient’s adherence and persistence, resulting in improved outcomes. All this contributes to supporting our customers to identify interventions which enables patients to rediscover ‘their normal’ and have their best day every day.


Key responsibilities that improve patient experience:

  • Operational delivery of the team and their workloads to hit relevant quality and productivity targets.
  • Performance manage performance of team.
  • Handle escalation of complaints as required.
  • Identify ways of improving the quality and productivity of operations, and help drive continuous improvement.

Key Responsibilities:

  • To manage operational delivery of the team and their workloads to hit relevant quality and productivity targets. Ensure workload demands and available capacity are optimally aligned.
  • To support, guide and motivate therapy co-ordinators to deliver high quality customer service.
  • To identify development needs (e.g. by reviewing calls/orders) and support individuals realise their potential. Works with Therapy Co-ordinator to develop robust personal development plans, and provides coaching and training as required.
  • To maintain and update relevant training documentation.
  • To deliver core management activities to optimise team performance and attendance e.g. support recruitment/selection of new starts; complete probation reviews and performance reviews; conduct disciplinary/capability meetings where individuals do not meet company standards; manage the overall absence/sickness policies and conducting return to work interviews and welfare visits as and when required; and complete general administrative duties accurately and within agreed deadlines.
  • To represent team at management meetings.
  • To performance manage performance of team: monitors performance vs KPI’s and identifies areas where improvements could be made; shares performance data (e.g. daily stats) with team; challenges underperformance and takes steps to ensure behaviour and outputs of team meet or exceed departmental and organisational targets.
  • To identify issues hampering team effectiveness and take steps to resolve such issues should they arise.
  • To identify ways of improving the quality and productivity of operations, and help drive continuous improvement.
  • To successfully implement business operational changes.
  • To liaise with the CS Quality & Compliance Team to ensure appropriate and consistent adherence to policies and procedures is maintained, so that high operational standards are ensured.
  • Handle escalation of complaints as required.
  • To support root-cause analysis reviews of business operations and make suggestions on proposed solutions.
  • Own behaviour reinforces a quality, customer focused culture, and promotes a sense of ownership and responsibility within team.
  • To liaise with others departments logistics, finance, quality to align work activities.
  • To make outbound and inbound calls as required to support team.
  • To communicate the company’s purpose, core values and vision to the team in an engaging and inspiring manner.
  • To carry out any other reasonable duties defined by the Head of Customer & Patient, Site Manager or Customer Service Managers within area, commensurate with the grading and level of responsibility of the position


What do we offer?: 


We operate a shift pattern structure that ensures our patients are looked after between 8am and 8pm, Monday to Sunday. We ask our customer service team to work 40 hours per week, covering 5 days out of 7 (there is the requirement to cover the department at weekends on occasion, but typically you will work a Monday to Friday pattern) 


8am to 4:30pm / 9:30am to 6pm / 11am to 8pm 

You will be asked to rotate these shifts week to week



Salary: £excellent depending on skills and experience

Holidays: 25 + stat

Pension: various options available with varying contribution options

other bens: flexible benefits package, including money off vouchers, discounts and more

Contract: Initial 6 month contract (possible extensions)


Required Skills:

  • Strong team management skills, capable of building, developing and motivating the team
  • Excellent written and verbal communication skills
  • Effectively builds relationships and influences others
  • Builds and develops effective teams. Team player that aligns work with other functions, and works in best interest of wider performance
  • Drives to succeed; hard working and seeks continuous improvement
  • Strong organisational and planning skills, including workload planning
  • Displays critical reasoning to find new ways of working of solve problems 
  • Customer and quality focused
  • Handles pressure well

Qualifications & Experience:

  • GCSE Maths and English grade C or above (or equivalent) or Customer Service NVQ.
  • Previous experience as a manager of a service oriented team, ideally in a contact centre environment.
  • Significant experience working in a customer service environment.

Healthcare at Home is an equal opportunities employer

Should you have any questions in relation to roles or careers at Healthcare at Home, please contact us. Any one of the recruitment team will be happy to help.

Please contact us on phone:

01283 506 555

Please contact us by email: