Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview 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. Working for our organisation 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 Loan Long Term Service Awards Subsidised on-site nurseries and childcare vouchers A comprehensive staff health and well-being programme, Ride to work scheme Employee assistance programme Free 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 Detailed job description and main 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 rota’s 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 Trust’s 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 criteria Minimum 3 GCSE qualifications in English, maths and one other and/or equivalent Qualification in ILM / CMI or equivalent Leadership Qualification Desirable criteria NVQ 3 Diploma in Customer Services Experience Essential criteria 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 criteria 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 Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Teresa Halama Job title Operations Supervisor Email address [email protected] Telephone number 02071886506