Job summary ARE YOU PASSIONATE ABOUT LEADING A TEAM As a Customer Services Team Leader, you will take pride in working closely with both your staff and customers to address their queries, ensuring exceptional communication is at the heart of achieving outstanding customer satisfaction. You will lead a team of staff, showcasing strong leadership skills to inspire, motivate, and engage your team effectively. Alongside fostering a collaborative and productive environment, you will prioritise operational tasks and ensure the seamless execution of daily operations across assigned services. You will hold key operational responsibilities and rotate through various areas within Customer Services, ensuring a consistently high-quality service is delivered to the Trust and its external customers. Main duties of the job To supervise, lead and assist switchboard and call centre operators and in the first instance, dealing with any requests or complaints. Ensure the day to day supervision of the staff including management of staff meal breaks to ensure adequate cover to meet the demand of the service. About us What We Offer The NHS Pension Scheme - one of the most generous and comprehensive in the UK. When you start working for the NHS you automatically become a member and you will get an excellent package of pension benefits.Interest free Season Ticket LoanLong Term Service AwardsSubsidised on-site nurseries and childcare vouchersA comprehensive staff health and well-being programme, Ride to work schemeEmployee assistance programmeFree stop smoking service Our Trust values are Our values : Caring - we put patients first | Ambitious - we innovate and strive for excellence | Inclusive - we respect each other and work collaboratively Date posted 23 April 2025 Pay scheme Agenda for change Band Band 4 Salary £31,944 to £34,937 a year per annum inc HCA Contract Permanent Working pattern Full-time Reference number 196-A&C832 Job locations S013 London SE1 7EH Job description Job responsibilities Staff Management Responsible for the day to day management of the team and ensure that staff are managed in line with Trust Policies Provide leadership to the team acting as a positive role model at all times. Assist Service Leads To recruit, induct, develop and support the team delivering the required services. To supervise the workload of the team on a day to day basis, allocating team members to optimise service provision and administrative support across the hours of the service. Supported by your line manager; review and report on staff performance, working with individuals to set clear standards and objectives, identifying training and development needs as well as performance/conduct issues as appropriate Motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care. Log all staff requests for Annual leave or special leave with the Supervisor/Manager, first checking the rotas to ensure they are adequately covered. Responsible for updating Mandatory Training records for all staff and ensure staff complete their training in a timely manner. Ensure that the Trusts HR policies are adhered to within the department. To be fully conversant with all call centre applications including having the knowledge to problem solve and fully train members of staff to enable them to progress Operational Management Administer the daily running of the service including dealing with any problems as and when they arise ensuring appropriate solutions are put in place. To ensure resolution of enquiries, complaints at the earliest possible opportunity. If unable to resolve, then to escalate to the management team Ensure that the services are fully resourced and maintained at all times. Undertake any administrative tasks and other duties, as appropriate, and assist the management team with any office duties that may be required, as & when necessary To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction Influence the achievement of Key Performance Indicators by managing resources appropriately. To monitor the changing needs of the service, liaising with internal and external customers to identify areas for initial improvement. Escalate issues and make recommendations to the Operations Supervisor (band 5) and Service Improvement Lead (band 6) for service improvement. Implement suggested service improvements to the satisfaction of internal and external customers as instructed by the management team and in line with their plans. Ensure staff follow and implement service and Trust policies. Provide suggestions for improvement where required Maintain SLA and key performance data and provide reports on the service delivery. Attend Performance Review meetings monthly and present data to management team To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements. Responsible for stock control and ensuring adequate supplies are maintained. To report any system faults to the Senior Management Team immediately To assist in a Major Incident if required, giving staff clear direction and instructions Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff Responsible for ensuring all broken bleeps and pagers are sent to supplier for maintenance, keeping accurate records and ensuring equipment is returned in a timely manner. Responsible for ensuring telephone directory updates are actioned Participate in a rotating rota, including weekends and Bank Holidays unless otherwise agreed Job description Job responsibilities Staff Management Responsible for the day to day management of the team and ensure that staff are managed in line with Trust Policies Provide leadership to the team acting as a positive role model at all times. Assist Service Leads To recruit, induct, develop and support the team delivering the required services. To supervise the workload of the team on a day to day basis, allocating team members to optimise service provision and administrative support across the hours of the service. Supported by your line manager; review and report on staff performance, working with individuals to set clear standards and objectives, identifying training and development needs as well as performance/conduct issues as appropriate Motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care. Log all staff requests for Annual leave or special leave with the Supervisor/Manager, first checking the rotas to ensure they are adequately covered. Responsible for updating Mandatory Training records for all staff and ensure staff complete their training in a timely manner. Ensure that the Trusts HR policies are adhered to within the department. To be fully conversant with all call centre applications including having the knowledge to problem solve and fully train members of staff to enable them to progress Operational Management Administer the daily running of the service including dealing with any problems as and when they arise ensuring appropriate solutions are put in place. To ensure resolution of enquiries, complaints at the earliest possible opportunity. If unable to resolve, then to escalate to the management team Ensure that the services are fully resourced and maintained at all times. Undertake any administrative tasks and other duties, as appropriate, and assist the management team with any office duties that may be required, as & when necessary To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction Influence the achievement of Key Performance Indicators by managing resources appropriately. To monitor the changing needs of the service, liaising with internal and external customers to identify areas for initial improvement. Escalate issues and make recommendations to the Operations Supervisor (band 5) and Service Improvement Lead (band 6) for service improvement. Implement suggested service improvements to the satisfaction of internal and external customers as instructed by the management team and in line with their plans. Ensure staff follow and implement service and Trust policies. Provide suggestions for improvement where required Maintain SLA and key performance data and provide reports on the service delivery. Attend Performance Review meetings monthly and present data to management team To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements. Responsible for stock control and ensuring adequate supplies are maintained. To report any system faults to the Senior Management Team immediately To assist in a Major Incident if required, giving staff clear direction and instructions Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff Responsible for ensuring all broken bleeps and pagers are sent to supplier for maintenance, keeping accurate records and ensuring equipment is returned in a timely manner. Responsible for ensuring telephone directory updates are actioned Participate in a rotating rota, including weekends and Bank Holidays unless otherwise agreed Person Specification Qualifications Essential Minimum 3 GCSE qualifications in English, maths and one other and/or equivalent Qualification in ILM / CMI or equivalent Leadership Qualification Desirable NVQ 3 Diploma in Customer Services Experience Essential Proven experience to develop, lead and motivate staff Management experience within a large call centre Must have proven experience using IT skills including: Outlook, Excel and Word Skills Essential Ability not only to lead a team but to work as part of a team Able to communicate clearly and effectively with all cultures Able to work independently and take responsibility for day to day workload Able to remain calm and efficient in an emergency and empathise Ability to absorb and act upon information quickly and responsibly Able to communicate effectively in writing and to deal with confidential information appropriately Ability to use own initiative Person Specification Qualifications Essential Minimum 3 GCSE qualifications in English, maths and one other and/or equivalent Qualification in ILM / CMI or equivalent Leadership Qualification Desirable NVQ 3 Diploma in Customer Services Experience Essential Proven experience to develop, lead and motivate staff Management experience within a large call centre Must have proven experience using IT skills including: Outlook, Excel and Word Skills Essential Ability not only to lead a team but to work as part of a team Able to communicate clearly and effectively with all cultures Able to work independently and take responsibility for day to day workload Able to remain calm and efficient in an emergency and empathise Ability to absorb and act upon information quickly and responsibly Able to communicate effectively in writing and to deal with confidential information appropriately Ability to use own initiative Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Guy's and St Thomas' NHS Foundation Trust Address S013 London SE1 7EH Employer's website https://www.guysandstthomas.nhs.uk/careers/careers.aspx (Opens in a new tab)