Central Operations Team Leader

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Job Overview

Location: Hybrid - 4 days a week in Bristol Office (Beacon Tower, BS1 4UX), with home working

Salary: Up to £35,000 pro-rata + bonus

Hours: 37.5 hours/week, 6am-2pm, with occasional weekend and Bank Holiday work

About Us

Newcross is innovating healthcare staffing with tech and AI. Our mission is to become the world's largest healthcare platform, and we seek passionate individuals to join us and lead change!

Role Description

As a Central Operations Team Leader, you'll lead and develop a team providing high-quality support to clients and healthcare workers. You will drive team performance, foster a coaching culture, and support continuous improvement in our contact centre. You will serve as a key liaison to ensure seamless service delivery.

Key Responsibilities

1. Lead and motivate a high-performing team, promoting collaboration.
2. Manage day-to-day operations and monitor performance against KPIs.
3. Conduct coaching, 1-2-1s, and team meetings for development.
4. Oversee team rotas and staffing to ensure service continuity.
5. Handle escalations and support complex queries to drive service excellence.
6. Support training and onboarding of new team members.
7. Participate actively in meeting service demands and standards.
8. Champion operational change and innovation.

Candidate Profile

• Experience managing teams, preferably in contact centres or service roles.
• Proactive leadership with coaching and development skills.
• Excellent communication, problem-solving, and customer service skills.
• Strong organizational and time-management skills in a fast environment.
• Proficiency with MS Office and adaptability to digital tools.

Benefits

• Pension Scheme
• Training and Personal Development
• myHealthPlan: Virtual GP and mental health support
• Perks at Work: Discounts across various brands
• Annual leave: 28 days including bank holidays, increasing with service

Equality and Inclusion

We value diversity and are committed to creating an inclusive environment. We encourage applications from all backgrounds and are happy to make reasonable adjustments for applicants with disabilities.