Head Office

Contact Centre Team Leader

Contact Centre Team Leader Epsom Support Centre | Contact Centre | Permanent | Full-Time

Up to £31,400.00 per annum, depending on experience

37.5 hours per week

Nuffield Health is the charity that’s building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes – we’ll do whatever it takes to look after the UK’s wellbeing. It starts with passion and commitment to quality. It starts with you.

If you are an experienced leader with a passion for delivering an exceptional customer experience, strong people‑management skills, and the ability to inspire high performance, you could be the next person to join our friendly, welcoming Contact Centre team on a hybrid working basis.

As a Contact Centre Team Leader, you’ll bring excellent communication skills, strong motivational leadership, and the confidence to manage team performance in a busy and fast‑moving environment. With your positive, proactive approach and ability to coordinate multiple work‑streams, you’ll support the development of a high‑performing team committed to delivering outstanding service.

As a Contact Centre Team Leader, you will:

• Demonstrate Nuffield Health’s vision and values by leading by example

• Take responsibility for the operational management of your business unit within the Contact Centre

• Coordinate work‑streams, ensuring service levels are achieved and maintained

• Support seniors in allocating work, monitoring individual performance, and identifying areas requiring improvement

• Lead, develop and coach team members, motivating them to achieve KPI targets

• Create and maintain a strong team culture and a professional, collaborative working environment

• Provide full personnel management, including recruitment, induction, development, performance review, and absence management

• Deputise for the Contact Centre Manager and support other Team Leaders when required

• Deliver consistently high standards of customer service, ensuring seamless client experiences across all channels

• Support the team with handling complaints, queries and customer feedback

• Produce daily performance analysis, identifying risks to service levels and taking corrective action as needed

• Complete personal work‑stream duties to required KPI standards, adapting to operational demand

• Work closely with the Management team to develop a culture of continuous improvement

• Create reports and statistical tools using spreadsheets and Business Objects

• Ensure accurate data capture, referral processing and maintenance of IT systems

• Appropriately escalate patient or complaint issues to seniors or relevant leaders

• Communicate effectively using appropriate channels, sharing updates, information and progress

• Participate in meetings, conferences and project activities as required

• Adhere to Data Protection principles and ensure all information is treated confidentially

• Follow health and safety and quality management procedures at all times

• Take responsibility for your own personal development through regular 1:1s and annual appraisal processes

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

At Nuffield Health, we take care of what’s important to you.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role.

Apply today… It starts with you.

Rewards & Benefits

Helping you be and feel your best.

Annual Leave

25 days + Bank Holidays, increasing to 27 days after 5 years and to 30 days after 10 years of service.

Nuffield Health Healthcare Plan

Membership is free for employees and you can add partner and dependants at your own cost.

*eligibility criteria applies.

Financial Wellbeing

A range of employee benefits through a Financial Wellbeing provider – including affordable loans repaid through salary, access to your pay when you need it, simple savings, a government Help to Save scheme and money insights.

Cycle to Work Scheme

Save money, get fit and reduce your carbon footprint by taking advantage of this tax-efficient scheme to get a new bike.

Gym Membership

Free membership to any Nuffield Health gym, plus discounted memberships for family members.

Online GP

Discounted access to secure video and telephone GP consultations and a suite of healthcare management tools, provided by digital healthcare company Doctor Care Anywhere.

Relevant Stories

Sharing memorable experiences.

Hints & Tips

Help with your application.

Once you’ve found the right role for you, you can apply online. All you need to do at this stage is submit your CV, a covering email, and a few personal details.

Our recruitment team screens all of the applications we receive. So, if they see that you’ve got the right sort of skills and experience needed for the role, your details will be passed on to the relevant hiring manager. Then, if you fit all the criteria at this stage, you’ll be invited to take part in a video, telephone or face-to-face interview.

CV

Think about the skills and qualities asked for in the job description and show how you’ve applied those same skills and qualities in other roles. Focus on the things that will make us want to see more of you.

Covering email

Your CV will contain details about why you’d be a good fit for the role, but it’s well worth adding a short, snappy paragraph pulling out the two or three most compelling reasons as to why you’d be perfect for the job in your covering email..

Video interview

The video interview lasts 15-20 minutes if you get to this stage. On the day, look the part, be aware of your surroundings and practice your answers to feel prepared. Most of all, relax and be yourself.

DBS Checks

Some of our roles require a DBS check and they are processed through the Disclosure and Barring Service (DBS) as part of the recruitment process. These checks are to assist employers in making safer recruitment decisions. However, a check is just one part of robust recruitment practice.

Documents

You could be asked to provide proof of vaccinations as part of our Occupational Health pre-employment screening. We know it can be time consuming to get this information if you don’t already have it to hand, so we encourage you to start preparing this information to avoid any delays to the onboarding process.

Your current studies

If you are currently undertaking any strudies, education or apprenticeships, its worth noting there are some training provider we're not partnered with, and therefore potentially unable to support your continued learning. Ensure you share this at interview and for queries contact psc@nuffieldhealth.com

Feedback on applications

Due to the volume of applications we receive we are unable to provide individual feedback from an inital application.