Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner As part of Teleperformance in the US, we were also named 95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®) Position: F2F Service Delivery Team Leader Department: Face to Face Operations (Public Sector) Reports to: Head of Interpreting Operations Location: Multi – Home working, occasional office visits in Manchester or London Company overview: LanguageLine Solutions is a global leader in language services, with over 42 years of experience delivering high-quality interpreting and translation services. With global headquarters in California and European headquarters in London, LanguageLine Solutions sets the industry standard for interpreting and translation services worldwide. Main Job Purpose: The Service Delivery Team Leader position is based within the Face-to-Face Interpreting Team which provides interpreting services to public sector and private sector clients on a 24/7/365 basis. The Service Delivery Coordinators support the service by providing a ‘one stop shop’ for all customer and supplier queries: handling inbound calls and emails in respect of interpreter bookings, matching interpreter bookings with suitable linguist resources, keeping our customers and suppliers updated and informed and by handling any issues that arise during the assignment process. All services are provided using a panel of approved, experienced linguists and agencies, ensuring Interpreting appointments are effectively managed in-house. The Service Delivery Team Leader role is primarily to manage a multi-skilled team of Service Delivery Coordinators, delivering the highest quality service to LLS’s interpreting customers and suppliers. The team handle the cost effective matching of customer interpreter bookings with suitable linguist resources. The role will involve performance management and the setting of performance objectives for your team as well as tackling any issues of underperformance. The role holder will also be responsible for improving the team’s productivity levels, systems and processes as well as working effectively with the management team. Key Responsibilities: Working closely with other department Team Leaders and under the day-to-day direction of the Head of Interpreting Operations Handling inbound and outbound contacts from / to customers and suppliers in line with SLA agreements, by phone, e-mail or via the online portals Matching customer interpreter bookings with suitable linguist resources in line with P&L expectations Undertaking quality auditing, collating performance statistics, providing performance related feedback to own team members, dealing with basic escalated queries from the team Operating effective performance management processes with your team members including annual appraisals and monthly one to one sessions Dealing with day-to-day enquiries, general correspondence, and customer / supplier issues with your team of Service Delivery Coordinators Supplying appropriate training and development interventions to your team Assisting with staff recruitment including interviews and delivering induction training Recording statistics, service rates and the performance levels of the centre and preparing reports as needed Ownership of ISO processes for the team Deputising for Head of Interpreting Operations in times of absence Taking on any other duties and roles as appropriate to the position Person Specification: Essential Experience, Knowledge, and Skills: Possesses a genuine desire to support, guide and assist customers and suppliers. Supervisory experience in a call centre environment or similar Good communication skills, verbal and written and ability to communicate effectively with professionals at all levels. Good IT skills including Microsoft Word, Outlook, and Excel Approachable, logical, flexible, and reliable individual Ability to assess, prioritise and organise personal workload Self-motivated, enthusiastic and a high standard of personal performance – is a role model to the rest of the team Able to think and plan, using own initiative. Willingness to learn new skills. Positive Team player Good administration skills Additional Requirements: This role requires a basic DBS Disclosure and compliance with GDPR and Information Security policies. Company Overview Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. Learn more Health Advocate https://www.healthadvocate.com/site/ Facebook https://www.facebook.com/healthadvocateinc/ Video https://vimeo.com/386733264/eb447da080 Awards: 2023: National Customer Service Association All - Stars Award: Service Organization of the Year. Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2022: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Excellence in Customer Service Awards: Organization of the Year (Small) Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2021: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2020: National Customer Service Association All - Stars Award: Organizations of 100 or Greater, Runner-Up Communicator Award of Distinction: October 2019 Broker News MarCom Awards : Gold, COVID Staycation Ideas brochure MarCom Awards : Platinum, 2021 Well-being Calendar Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver) Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity. VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans. PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)