Team Leader

Job Title – Team Leader (contact centre) Location – Glasgow city centre Hours of work – 40 hours, including evenings & Saturdays. ACES is a pioneering independent provider of NHS ophthalmic care in the community and patient care is at the heart of everything we do. We have been providing NHS eye care since 2005 and will be expanding in 2024 and beyond. We provide a range of services including cataract surgery, YAG laser treatment, glaucoma treatment, oculoplastics and general ophthalmology. Due to an increase in demand for the service we offer, we have an exciting opportunity for an experienced Contact Centre Team Leader to join us. Reporting directly to our Waiting List Administration Manager, the Team Leader will be responsible for: Boosting call handler performance by effective management and coaching. Training new & existing agents to provide the perfect patient experience. Ensuring all KPIs and SLAs are achieved. Monitoring call answering to ensure calls are taken in a timely manner. Providing accurate information about our services. Establishing and maintaining excellent patient relationships. Liaising with professional and clinical staff within the service to discuss queries and action as required. Undertaking other duties as necessary to support the smooth running of the service. To be successful in this role you must have: Ability to multi-task and work to deadlines. Flexibility in approach to working hours and shifts. Minimum of 1-2 years team leading experience in a contact centre. Excellent computing and administration skills. Excellent communication skills. What’s in it for you? A competitive salary. State of the art, modern working environment. 29 days’ annual leave per year. Pension scheme. Free Laser Eye Surgery and Intraocular Lens Surgery. Free eye tests. Discounted prescription eyewear and sunglasses. Generous Optical Express friends and family discount scheme. Ongoing training and development opportunities. Please apply now by uploading your CV. This is a fantastic opportunity to join a global organisation where you will have the opportunity to grow and develop within a professional working environment. ACES is an equal opportunities employer.

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