What’s the Role All About?
This isn’t cold calling. This is purposeful, patient-focused communication.
As a Team Leader, you’ll be leading and coaching our teams to deliver the exceptional services our patients expect. This role is fundamental in ensuring that operations KPI's and service levels are consistently met through effective performance management, a focus on quality assurance, process optimisation and people development. You’ll need to be driven by targets, but more importantly, driven by the desire to make a real difference to someone's day, and someone’s life.
What You'll Be Doing
Team leadership & coaching
- Set and measure daily, weekly and monthly targets and performance goals
- Hold regular 1:1's with your team, briefing and coaching them to drive performance
- Create and embed a culture of accountability, high performance and continuous improvement
- Drive engagement and commitment withing the team.
Performance Management
- Monitor real-time and historical performance metrics (e.g., AHT, FCR, adherence, quality scores).
- Identify trends and implement corrective actions to improve service levels.
- Conduct quality assessments and lead performance improvement plans where required.
- Work within regulatory and GDPR data protection requirements
Patient Experience
- Ensure advisors consistently deliver empathetic, accurate, and efficient service.
- Handle complex or escalated patient queries and complaints professionally.
- Champion patient feedback initiatives and implement service enhancements.
Operational Support
- Collaborate with contact centre internal teams to ensure effective scheduling and resource allocation.
- Liaise with training and quality teams to deliver onboarding, refresher training, and quality assurance.
- Maintain up-to-date knowledge of products, services, systems, and compliance requirements.
Stakeholder Engagement
- Work proactively with cross-functional teams (IT, HR, QA, etc.) to support team performance and business objectives.
- Contribute to regular reporting, insights, and recommendations for senior management.
What You Bring
Essential
- Proven experience in a contact centre leadership role
- Excellent interpersonal skills with a resilient, can-do attitude
- Strong leadership and management skills with a professional and balance approach
- Great communication, adaptability, and energy in person and on the phone
- Ability to manage change and competing demands in a fast paced, target driven environment
- Strong confidentiality and discretion—this is personal, sensitive work
- Proficiency in Microsoft Office and CRM/telephony platforms
Desirable
- Healthcare or medical product experience would be beneficial but is not essential
- Experience supporting branch based teams in multiple locations
What Makes This Role Different?
At Bullen, we're not just providing a service, we're creating peace of mind, better quality of life, and a reliable helping hand for someone living with a lifelong condition.
You’ll work in a fast-paced, customer driven environment, where your leadership will guide today and shape tomorrow.
What’s in It for You?
- A meaningful role with direct customer impact
- A unique, collaborative workplace full of people with purpose
- Opportunity for learning, growth and mentorship
- The chance to be part of something bigger than yourself
- Salary dependent on experience
Recruitment Process
Candidates will be invited to join a screening call with our AI partner, Lily after which, successful candidates will be invited to attend a face-to-face interview at our Liverpool Head Office.
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- On-site gym
- On-site parking
- Referral programme
- Transport links
Work Location: In person
