Job Description The Patient Experience Team Lead will have overarching people management accountability for a team of Patient Experience Specialists. The Patient Experience Team Lead will ensure that all members of the team are working effectively and efficiently, through feedback and coaching. The Patient Experience Team Leader will work collaboratively with other leaders and supporting team members to ensure positive patient outcomes. The Patient Experience Team Lead will provide ongoing support to the team by handling and managing patient and team escalations and support in daily process activities, taking ownership of the team's overall performance against set KPI’s. Operational Excellence & Management Lead the day-to-day operations for a team of Patient Experience Specialists (PES). Answer PES questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by a Patient Experience Specialist. Provide technical knowledge and expert guidance to support the contact centre and resolve challenges effectively. Monitor individual and team performance against KPIs, service level goals, and adherence to schedule; identify gaps and implement corrective actions as needed. Review individual calls, listening and providing feedback on individual calls to ensure quality and efficiency in patient contacts. Act as a key point of contact between team members and stakeholders, clearly communicating goals, expectations and updates. Participate in the interviewing and hiring process in collaboration with the Head of Contact Centre and internal Talent Acquisition and People teams. Prepare, analyse and present performance and operational reports to identify trends, inform strategic decisions, and enhance overall efficiency. Develop and implement dashboards and reporting tools to streamline workflows and track progress towards targets. Assist other management team members in identifying issues/trends from patients. People Leadership & Coaching Build and lead a high-performing team by providing clear leadership, direction and support to employees, ensuring they have a clear understanding of their roles and responsibilities. Promote the empowerment and growth of staff by providing mentorship, coaching, and professional development opportunities to team members. Celebrate team and individual achievements through feedback and reward & recognition programs. Delegate responsibilities effectively and manage team performance to achieve individual and departmental goals. Ensure compliance with company policies and processes, taking timely and fair action in instances of unsatisfactory performance or conduct. Support and promote a working environment and services that are inclusive, accessible and celebrate diversity. Host regular and quality 1:1’s with individual team members. Write and deliver performance reviews for team members. Lead team and department meetings to engage the PES team and build a strong, positive culture. Collaborate across the department to plan and support training, coaching, and development programs. Process Improvement & Strategic Alignment Develop and refine processes and procedures that foster a high-performance culture and ensure consistency across contact centre leadership Utilise data and metrics to identify opportunities for continuous improvement and process optimisation. Conduct research and analysis to stay current with campaign trends, best practices, and customer experience strategies. Ensure the team is informed of business changes, policy updates, and process adjustments. Take on other tasks or projects to support employees, other managers, and general operations.
