Contact Centre Coordinator

Contact Centre Coordinator

We are recruiting for a Contact Centre Coordinator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

We are seeking a motivated individual to join our Outpatients Appointment Centre into a dynamic and fast-paced role where you can make a meaningful impact. This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.

Role Overview

The Contact Centre Coordinator is responsible for the day-to-day operational leadership of the Contact Centre. The successful applicant will manage a team of Contact Centre Advisors, ensuring effective communication, smooth coordination of outpatient services, and high-quality customer service to patients and stakeholders.

Key Responsibilities

• Team Management: Manage a team of Contact Centre Advisors, ensuring effective communication, smooth coordination of outpatient services, and high-quality customer service to patients and stakeholders.
• Daily Operations: Manage the daily operations of the contact centre, ensuring staff coverage, performance, and adherence to procedures.
• Leadership and Support: Provide leadership and support to administrative staff including rota management, delegation of tasks, and conflict resolution.
• Recruitment and Training: Lead on the recruitment, induction, and training of new team members.
• Escalation Point: Act as the first point of escalation for complex patient queries, complaints, or issues that require immediate resolution.
• Administrative Support: Provision of an efficient administrative support service to all aspects of the contact centre services.
• Performance Monitoring: Monitor service delivery and performance indicators (e.g., call handling times, response rates, appointment booking targets).