Operations Team Supervisor

We are currently looking to recruit a team supervisor to support our NHS operations. You will be responsible for the day to day leadership of the NHS Administration teams, ensuring the effective and efficient delivery of the administration process across various contracts. This role involves effective people management, leadership and collaboration with stakeholders across the business to ensure service delivery objectives and regulatory compliance.

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Key Responsibilities

• Collaborate with the Operations Team Manager to ensure staffing levels align with service demand and be actively involved in the recruitment and onboarding of that resource by acting as the hiring manager.
• Establish and maintain a close and effective working relationship with the Operations Team Supervisors to ensure a clear line of communication between the two functions with a joint responsibility to deliver an excellent service toward the relevant NHS contract.
• Focus on enhancing the patient experience by ensuring a welcoming and efficient team environment and encouraging the team to foster a culture of continuous improvement.
• Utilise an analytical approach driven by data.
• Set expectations regarding levels of customer services and ensure all staff understand these and maintain them. Regularly monitor and assess staff adherence to these expectations.
• Escalate details of any delays or bottlenecks within the administration / booking process which will affect the patient journey and / or delivery of clinical services, to Operations Managers or Contract Performance Supervisors, depending on the issue.
• Respond to team queries, minor employee issues and conflicts, collaborating with HR on the more complex issues.
• Develop, document and update standard operating procedures for key People processes, including process maps, checklists, guidelines, etc.
• Develop training materials and conduct training sessions for teams in respect of key processes.

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Requirements

• A minimum of 2 years experience in people management and leading a team
• A motivational team leader
• Strong administrative and organisational experience
• Experience of working with CRMs
• Knowledge of mental health terminology
• Proven leadership capabilities. Performance management in a call centre environment
• Demonstrable ability to work to deadlines, prioritise and multi-task, with a flexible and adaptable approach
• Highly organised with strong planning, organizing and motivational skills
• Understanding of technology systems
• Excellent IT skills including Word, Excel, PowerPoint and SharePoint