Job Title – Team Leader (contact centre)
Location – Glasgow city centre
Hours of work – 40 hours, including evenings & Saturdays.
ACES is a pioneering independent provider of NHS ophthalmic care in the community and patient care is at the heart of everything we do.
We have been providing NHS eye care since 2005 and will be expanding in 2024 and beyond. We provide a range of services including cataract surgery, YAG laser treatment, glaucoma treatment, oculoplastics and general ophthalmology.
Due to an increase in demand for the service we offer, we have an exciting opportunity for an experienced Contact Centre Team Leader to join us.
Reporting directly to our Waiting List Administration Manager, the Team Leader will be responsible for
- Boosting call handler performance by effective management and coaching.
- Train new & existing agents to provide the perfect patient experience
- Ensure all KPIs and SLAs are achieved
- Monitor call answering to ensure are taken in a timely manner
- Provide accurate information about our services
- Establish and maintain excellent patient relationships
- Liaise with professional and clinical staff within the service to discuss queries and action as required
- Undertake other duties as necessary to support the smooth running of the service
To be successful in this role you must have
- Ability to multi task and work to deadlines
- Be flexible in approach to working hours and shifts
- Minimum of 1-2 years team leading experience in a contact centre
- Excellent computing and administration skills
- Be an excellent communicator.
What’s in it for you?
- A competitive salary
- State of the art, modern working environment
- 29 days’ annual leave per year
- Pension scheme
- Free Laser Eye Surgery and Intraocular Lens Surgery
- Free eye tests
- Discounted prescription eyewear and sunglasses
- Generous Optical Express friends and family discount scheme
- Ongoing training and development opportunities
Please apply now by uploading your CV.
This is a fantastic opportunity to join a global organisation where you will have the opportunity to grow and develop within a professional working environment.
ACES is an equal opportunities employer.
