Contact Centre Supervisor Circle Integrated Care - Bedford 37.5 Hours & Permanent Salary: Up £27,430.00 per year Circle Integrated Care is part of Circle Health Group, Britain's leading provider of independent healthcare with a nationwide network of hospitals & clinics, performing more complex surgery than any other private healthcare provider in the country. Circle Health Group is proud to be recognised as one of the UK’s top 5 best big companies to work for as well as top 5 to work for in the health and social care sector. We have an opportunity for a Contact Centre Supervisor to join their team of staff. This is a full-time role for 37.5 hours a week. The role holder will be required to cover a flexible shift pattern. Applicants should meet the following criteria: You make sure that standards of patient care are consistently applied and maintained. You maintain and enhance customer service and satisfaction. You promote and safeguard the wellbeing and interests of all patients, employees and visitors. You have admirable leadership qualities. You have first class customer service standards which are conveyed in approach and attitude. You have a positive & enthusiastic approach to situations. You have experience working in a contact centre or healthcare environment. You have a proven track record of working within a target driven environment. You deal with sensitive issues with empathy and the ability to generate rapport with individuals rapidly. You have good time management and multi-tasking abilities. You have the ability to problem solve, objection handle, negotiate and influence in a positive and friendly manner. You have confidence and ability to convey information in a clear and concise way. You are Proficient in the use of a PC; confidence working across multiple systems and applications. Eagerness to go the extra mile to provide the best possible customer experience. Duties of this role include: Use coaching and motivational skills to actively support the Customer Service Manager to lead the team to achieve performance objectives. Analyse and action performance gaps. To deputise for line manager in their absence, as appropriate. Complete coaching sessions and feedback accordingly. Keep others focussed and motivated. Foster and encourage positive team morale. Manage your time effectively to meet internal and external deadlines. Point of escalation queries from patients that require managerial assistance. Support with Investigating errors and complaints and liaise with key contacts to minimise escalation. Consistently meet all key performance indicators. Use multiple CIC systems to book, re-schedule and cancel appointments. Liaise with the clinical teams of our services and providers to meet the customer’s needs and provide the best customer experience. Demonstrate excellent attention to detail to accurately record data across CIC systems to record all interactions (Systmone). Outbound calls to patients and other key stakeholders will be required to manage enquiries and complaints. Adhere to strict quality measures on all interactions across all channels to ensure we provide an exceptional experience for all our patients. Develop and maintain strong relationships with key contacts and stakeholders. Clear direction and leadership on professional matters with regard to personal conduct and practice standards whilst role modelling Circle behaviours and customer care standards consistently. Salary & Benefits Circle Health Group is committed to offering competitive starting salaries and access to a wide range of employee benefits, including: 25 days holiday per year bank holidays, increasing to 30 days with service Private Pension Scheme Private Healthcare Scheme for treatment at our hospitals, covering pre-existing medical conditions Friends & Family Hospital Discounts Family Friendly policies, including enhanced Maternity, Paternity & Adoption pay Non-contributory life insurance Staff engagement hub with access to discounts and extensive rewards and voluntary benefits Access to resources, tools and services to support your wellbeing Employee recognition programmes Industry leading training and development opportunities …and much more Circle Health Group is committed to creating a diverse workforce offering inclusive opportunities for all our colleagues. Our definition of diversity goes beyond the established characteristics protected by the Equality Act, as we strive to attract candidates with diverse experiences, backgrounds, identities or expressions, skills, work styles…and more. Circle Health Group is proud to be a Gold member of the Armed Forces Covenant, and we welcome applications from members of the Armed Forces Community. We are also part of The Valuable 500 and we pride ourselves in being a Disability Confident Employer. We’re passionate about creating an environment where our people can thrive, grow and develop professionally and personally. Our principles and values guide our colleagues to be selfless, compassionate, committed, collaborative, brave, agile, tenacious and creative and are at the core of our purpose and culture. To find out more about the Circle Health Group Philosophy: https://careers.circlehealthgroup.co.uk/why-circle/our-philosophy