About the role:
The Right Care team is a multi-disciplinary team, that collectively addresses the complex needs of our clients that may arise during their journey with MSI UK, the team liaise with both internal and external agencies, to ensure every individual accessing our services get the necessary support and guidance.
The team provide enhanced care to our clients who are suffering with pre-existing medical conditions, foetal anomalies, mental health problems and safeguarding concerns, pre-and post-treatment. Our Right Care Advisors are trained to assess complex situations and work to minimise avoidable delays for both medical and surgical abortions.
As Right Care Team Manager, you will be responsible for the operational running of the team, actively engaging and motivating all colleagues to deliver and exceed core objectives while keeping the client at the Centre of every interaction and task undertaken.
You will be an active member of the management team within One Call, acting as an escalation point for any complex queries that will require management oversight for the entire MSI UK. You will have complete understanding of the team’s workload and progress, providing insights through reports and presentations to the senior management team when required.
You will be innovative and drive forward quality and client centred care with a focus on delivering and maintaining excellence at all times.
As Team Manager you will need to be an effective leader of change, with a resilient and determined attitude to overcome barriers and push boundaries to ensure service excellence.
About you:
- Experience of working in a management role
- Experience of hands on management, preferably customer focused within a high-level telephone contact centre
- Experience of change management
- Experience and confidence of using DATIX platform (Desirable)
- Experience in creating reports on data systems and disseminating in a way that improves performance
- Experience in presenting to a variety of audiences
- Experience in call monitoring and feeding back to team
What we can offer you:
In return for your efforts we can offer a starting salary at £30,000 (pro-rata) and benefits package including up to 5% pension contribution and discretionary bonus, as well as commitment to your ongoing person and professional development.
For full information on this role, please refer to the attached job framework.