Contact Centre Team Leader

Arriva Transport Solutions Ltd (ATSL) are recruiting for a Contact Centre Team Leader to join the team based in Bristol. The successful Contact Centre Team Leader will receive a competitive salary of £25,000 per annum.

Arriva Transport Solutions Ltd (ATSL) is a specialist transport business within the Arriva group offering bespoke services to meet specific transport needs across health and social care sectors. At ATSL we embrace the responsibility and challenges of providing a high-quality non-emergency patient transport service. The values we share with the wider Arriva group, of which we are a part, are at the heart of everything we do. These values ensure we put people first so that we can offer patients the care that they need and deserve. It is these values that ensure everyone at ATSL understands the important role they play in caring for our patients and that they receive the highest quality of care available.

Contact Centre Team Leader Role:

To provide the health community and Public with a centralised contact call centre operation that receives requests for transport from patients and medical professionals. 

To ensure KPI targets are achieved by using the Contact Centre staff national resource to achieve best results

Team Leaders will develop and support the call taking team whilst aspiring to meet Arriva Transport Solutions proactive approach to patient care and delivering excellent customer service.

Your duties as a Contact Centre Team Leader would include:

- Managing the daily running of the Contact centre

- Carrying out needs assessments, performance reviews and cost/benefit analyses;

- Setting and meeting performance targets for speed, efficiency, and quality.

- Ensuring all relevant communications, records and data are updated and recorded;

- Liaising with internal and external stakeholders to gather information and resolve issues;

- Maintaining up-to-date knowledge of industry developments and involvement in healthcare networks if required;

- Monitoring calls to improve quality, minimise errors and track operative performance;

- Supporting and coordinating Call Taker recruitment, including liaising with HR;

- Reviewing the performance of Call Takers, identifying training needs and planning training sessions via 121 program;

- Handling the most complex customer complaints or enquiries; speaking to the customer and providing written outcomes.

- Maintaining staffing, including shift patterns and the number of staff required to meet demand;

- Coaching, motivating and retaining staff.

- Forecasting and analysing data against budget figures on a weekly and/or monthly basis.

Essential qualifications, skills and experience of the ideal Contact Centre Team Leader are:

- Experience of managing a Contact/Call Centre team

- Experience or achieving KPI targets

- Have ability to both receive and input information with a high degree of accuracy.

- To be able to meet tight timescales

- To be able to demonstrate a professional approach

- Self motivated

- Negotiating skills

- Good communications skills and excellent telephone manner

- Good computer skills

- Good organisational skills

If you feel you have the skills and experience to become the Contact Centre Team Leader then please click “Apply” today!