Contact Team Leader
DBS Level required: Enhanced
We are currently seeking Contact Centre Team Leaders to join our dedicated team based at our Bradley Contact Centre, playing a vital role in ensuring patients receive safe, timely and compassionate care.
What the Role Offers
This is a varied and rewarding role where no two shifts are the same. You will work as a key member of the Contact Centre Management team, supporting the smooth and safe flow of patients through our services.
This is a supervisory level role working within the Contact Centre and reporting to the People Service Manager within Medical Services Operations. The postholder must have experience of staff supervision including setting performance targets and managing HR related incidents such as sickness absence. A key aspect of the role is to provide support and training for Contact Centre staff
Pay Rates
Rates vary depending on the time of day worked:
- In Hours: 14.94 per hour
Monday to Friday, 08.00 – 18.00
- Out of Hours: 15.94 per hour
Monday to Friday, 18.00 – 08.00 and all day Saturday and Sunday
Base Location
Local Care Direct, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Please note, this role is not eligible for Hybrid Working
Shifts Available
Various shifts available to suit full-time or part-time applicants.
Shift Pattern 1:
Monday, Weeks 1 & 3 18;00 22;00
Tuesday, Weeks 1 & 3 12;00-19;00
Wednesday, Weeks 1 & 3 18;00-22;00
Thursday, Weeks 1 & 3 15;00-22;00
Friday, Weeks 1 & 3 14;00-21;00
Saturday, Week 1 09;00-17;00
Monday, Week 2 & 4 18;00-22;00
Tuesday, Weeks 2 & 4 10;00-13;00
Wednesday, Weeks 2 & 4 18;00-22;00
Thursday, Weeks 2 & 4 15;00-22;00
Friday, Weeks 2 & 4 15;00-19;00
Sunday, Week 3 09;00-17;00
Shift Pattern 2:
Monday, Weeks 1 & 3 18;00 22;00
Tuesday, Weeks 1 & 3 10:00-13;00
Wednesday, Weeks 1 & 3 18;00-22;00
Thursday, Weeks 1 & 3 15;00-22;00
Friday, Weeks 1 & 3 15;00-21;00
Monday, Week 2 & 3 18;00-22;00
Tuesday, Weeks 2 & 4 12;00-19;00
Wednesday, Weeks 2 & 4 18;00-22;00
Thursday, Weeks 2 & 4 15;00-22;00
Friday, Weeks 2 & 4 14;00-19;00
Saturday, Week 4 09;00-17;00
Sunday, Week 2 09;00-17;00
Please note: our rota operates on a 4-week rolling basis to meet service demand.
Main Duties and Responsibilities
Key responsibilities of our Contact Centre Team Leaders include:
Supervising a team of Contact Centre Agents and Controllers, to always meet relevant contractual and performance standards, within both organisational and financial frameworks.
Ensuring that all Contact Centre Agents and Controllers always work within the Care Quality Commission framework and Local Care Direct Quality standards, to promote continuous improvement and development.
Ensuring that each Contact Centre Agent and Controller receives a monthly 1-1 review, and an annual performance and development review, incorporating the agreement of a personal development plan.
Taking appropriate and immediate action where work performance falls below the defined standard for the Contact Centre Agent and Controller roles, ensuring that relevant Key Performance Indicators are met wherever possible.
Training of Contact Centre Agents and Controllers, to include ‘on the job’ training e.g. Systmone, Call Handling and SOP’s.
In line with the contact centre auditing framework, ensuring the auditing schedule for Contact Centre Agent and Controller telephone calls (inbound and outbound), is carried out and reporting of the schedules made available to Service Managers as per the schedule.
Effectively managing and monitoring team attendance, ensuring compliance with absence policies and procedures. The role includes proactive intervention to reduce absence levels, supporting staff through return-to-work processes, maintaining accurate records to promote operational efficiency and workforce wellbeing, and formal absence management using LCD policies and procedures where required.
Assisting the Medical and People Service Managers as required.
During peak periods, the postholder may be required to support frontline operations by acting as a Contact Centre Advisor or Controller until normal service levels are restored.
You may also be required to undertake additional training and adjust duties in response to changing service needs.
Good level of English and Maths
Management or Customer Service qualifications.
Application, Certificates & Interview
Managing people in a high-volume call centre environment.
Staff supervisory experience including effective 1-1s, Annual Performance Reviews, and managing under-performance.
Staff supervisors experience including end-to-end Absence Management inclusive of RTWs, and Formal Absence Hearings.
Understanding how to use data to manage performance.
Team building, engagement, and development.
People process including Absence Management, Disciplinary and Grievance policies, and knowledge of employment law basics (working time regulations, flexible working).
At Local Care Direct, we are proud to be a values-led social enterprise providing essential health and support services across West Yorkshire. Since 2004, our teams have helped people access the right advice, care and support in the right place, at the right time and as close to home as possible.
With around 500 colleagues working across seventeen sites, we deliver services 24 hours a day, 365 days a year, including GP out-of-hours care, urgent treatment centres, walk-in services, a central contact centre, dental assessment and booking, and tailored support for NHS partners.
We are looking for people who share our commitment to honesty, integrity, fairness, consistency, kindness and respect. In return, you will be part of a supportive, inclusive organisation where colleagues are valued and encouraged to make a real difference for patients, partners and local communities.
As part of our team, you will have access to development opportunities, clear progression pathways and a range of employee benefits, including:
- NHS pension scheme
- Dedicated volunteer leave
- 25 days’ annual leave, plus bank holidays, increasing with service
- Employee Assistance Programme for confidential wellbeing support
- Hybrid and flexible working options, dependent on role
- Access to the Blue Light Card for national discounts
If you want to be part of an organisation that puts people first and supports you to develop, we would welcome your application.
