Acacium Group
Patient Support Team Leader
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Patient Support Team Leader
Xyla Healthcare Services
Location: Leeds, LS1 5QX
Position: Permanent, Full Time
Hours: Monday to Friday, 9:00am to 5:00pm, with 2 evening shifts and 1 Saturday shift per month
Salary: £32,000 per annum
About the Role
We are hiring a Patient Support Team Leader to join Xyla Healthcare Services, part of Acacium Group. In this role, you will lead and support a team of Patient Coordinators and administrators, ensuring the delivery of high-quality patient support services. You will drive team performance, oversee day-to-day operations, and foster a positive, customer-focused environment while ensuring service levels and business objectives are achieved.
Key Responsibilities
- Lead, motivate and support a team to achieve service targets and performance objectives.
- Monitor team performance through regular feedback, 1:1 meetings, and performance reviews.
- Manage team resources and workloads to ensure service levels and response times are maintained.
- Support recruitment, onboarding, training, and ongoing development of new and existing team members.
- Resolve complaints and escalated queries in a professional and timely manner.
- Conduct quality and competency checks across calls, emails, and service processes.
- Analyse performance trends and implement continuous improvement initiatives.
- Collaborate with internal stakeholders and provide regular reports on team performance and service delivery.
Requirements
- Previous experience leading, supervising, or managing a customer service or contact centre team.
- Experience working towards KPIs and driving high performance within a team environment.
- Strong customer service background with a passion for delivering an exceptional patient experience.
- Experience within a call centre, healthcare administration, or patient services environment.
- Excellent communication, coaching, and people management skills.
- Strong problem-solving skills with a proactive and solution-focused approach.
- Confident using Microsoft Office applications, Outlook, Teams, and CRM/database systems.
- Ability to handle sensitive and confidential information professionally.
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Benefits
- Company-funded benefits package including employer pension contributions, life assurance, and healthcare benefits.
- Annual leave: 25 days plus Bank Holidays, increasing with length of service.
- Flexible benefits including private medical insurance, critical illness cover, dental insurance, a healthcare cash plan, holiday buy and sell, gym scheme, car scheme, bike scheme, technology voucher scheme, and season ticket travel loans.
- Wellbeing support: Access to 24/7 wellbeing support, including an Employee Assistance Programme, digital wellbeing app, and resources to support mental, physical, social, and financial wellbeing.
- Discounts: Instant discounts through our benefits platform on shopping, travel, entertainment, dining, lifestyle, and more.
- Career growth: Access to fully funded professional qualifications, mentoring and coaching, leadership development programmes, online learning opportunities, and career advancement across our global organisation.
- Recognition and community impact: Celebrate success with Long Service Awards, exceptional performance, and peer-to-peer recognition. Receive two paid volunteering days each year to support causes that matter to you.
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About Acacium Group
Xyla Healthcare Services is part of Acacium Group, a global healthcare solutions partner providing staffing, managed services, and innovative delivery models across healthcare, social care, and life sciences industries. We are a business with scale and leading digital capabilities, with a vision to be the leading global healthcare solutions partner.
Guided by our core values of Putting People First, Always by Your Side, and Driven by Excellence, we work with our partners to improve access to healthcare and deliver better outcomes. Join us and play a key role in shaping the future of healthcare and improving people's lives.
Inclusion and Accessibility
We are committed to creating a truly inclusive and diverse workplace where everyone feels valued, respected, and able to thrive. As an age-friendly and disability-confident employer, we welcome applications from people of all backgrounds, communities, and ages, recognising the unique skills, experience, and perspectives individuals bring at every stage of their career. We are committed to fostering an inclusive culture and will consider flexible working options and reasonable adjustments wherever possible to suit individual needs.
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