Location
London

Hours
Full time, including participation in a rotating rota with weekends and Bank Holidays unless otherwise agreed

Salary
£37,389 per annum

About the Role
Guy’s and St Thomas’ NHS Foundation Trust is one of the UK’s busiest and most successful NHS trusts, providing a wide range of hospital and community services across south London and beyond. As a Customer Services Team Leader, you will lead and motivate a team of switchboard and call centre operators, ensuring exceptional communication and outstanding customer satisfaction. You will be responsible for supervising daily operations, managing staff workloads, and maintaining high standards of service delivery across various Customer Services areas. This role involves operational management, staff leadership, and continuous service improvement to meet the needs of both internal and external customers. You will play a key role in ensuring the smooth running of the service, resolving enquiries and complaints promptly, and supporting the team to deliver excellent patient care and customer experience.

Guy’s and St Thomas’ is renowned for clinical excellence, research, and teaching, with a strong commitment to patient-centred care and staff development. The Trust values caring, ambition, and inclusivity, fostering a supportive and motivated workforce.

Experience
- Proven experience in developing, leading and motivating staff
- Management experience within a large call centre environment
- Proficient in IT skills including Outlook, Excel, and Word

About you
- Strong leadership skills with the ability to inspire and work collaboratively as part of a team
- Excellent communication skills, able to engage effectively with diverse cultures
- Ability to work independently, manage day-to-day workload and remain calm under pressure
- Empathetic and able to handle confidential information appropriately
- Proactive with good initiative and problem-solving skills
- Ability to analyse data, monitor performance, and present reports clearly
- Confident user of call centre applications and administrative IT tools

Qualifications
- Essential: Minimum 3 GCSEs including English and Maths or equivalent
- Essential: ILM/CMI or equivalent Leadership qualification
- Desirable: NVQ Level 3 Diploma in Customer Services