Interim Customer Service Hub Manager

Practicus are partnering with a London based Acute Trust who are urgently seeking an Interim Customer Service Manager / Call Centre Lead 8b

The successful candidate will have extensive experience leading multi-site Customer Service teams across multiple contact channels, with ultimate responsibility for performance against targets including end user satisfaction, productivity and quality; driving the right behaviours across teams. Will understand the importance of strong leadership, to ensure that service delivery is consistent and effective, that staffing levels are appropriate and that the team have the right knowledge and skills to succeed in a challenging environment; - Managing the daily running of the centralised booking hub and supervising a small team of hub managers / team leaders,

- Maintaining and improving hub operations by monitoring staff performance and identifying weaknesses

- Setting daily targets and objectives for the team and ensuring KPI's are achieved

- Developing new incentive strategies to motivate staff and boost productivity and customer service

Monitoring staff individual performance, recording call statistics and producing reports for management team

- Ensuring service requirements are being met and resolving any issues which have been escalated

Experience of leading diverse teams where you will need to adapt your communication style to support new starters with their ongoing development, utilising their skills to operate an effective NHS clinical booking hub and call centre.

Essential:

• Track record in managing a Call Centre
• Does not have to be NHS/ can be from Private
• Examples of driving performance and galvanising teams
• A senior leader who can embed robust processes.

RATE: £350.00 - £400.00 per day (outside IR35)

START: June Start

INTERVIEWS: Thursday 6th June

DURATION: 6 months initially