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Customer Service Team Leader

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Priory Group Northern Office, Park Hall, Middleton St George, Darlington, DL2 1TS

Priory Group Division

Central Services

Vacancy Type

Permanent - Full Time




Full Time, Rotating shift pattern

Job Advert - Division Information

When you join Priory Group you'll be part of something special - an innovative and rapidly growing organisation that is helping to redefine the health, social care and education landscape across the UK.

Job Advert Location Description

A new and exciting opportunity has arisen to work as part of an expanding team in our 24/7 Contact Centre, presently based in Darlington.


Job Advert Role Description

A new role, to support the Management of our Bank Contact Centre and delivery of a first class customer service. The Centre handles short term staffing requests from Priory Hospitals and these are filled with either Bank or Agency Staff. Responsibilities will include line management, coaching & development of the Team, with responsibility for delivery of all Centre KPIs and SLAs.


Demonstrate an ongoing commitment to the development and growth of the Centre
Build a positive environment and motivate the Team
Manage staff in line with all Company HR policies


Personal development of Customer Service Advisors using structured PDP’s
To conduct monthly 121’s around KPI’s and objectives
Identify training requirements and support the writing and delivery of this


To  manage the Team intraday and ensure the Team achieves all objectives
Monitor, track and ensure all data bases are completed to reflect the progress of all enquiries and referrals
Manage the Team’s performance around clear KPI’s and support development in these areas


Quality Audits to be used to measure standards, share best practice and develop customer service advisors
Manage Team around Priory Group Values
Develop effective relationships with all internal customers and support Centre Management
To escalate any issues to Centre Management in a timely manner
To be directly involved in the recruitment and induction of CSA’s


There will be a requirement to be flexible on shift patterns of the operation, which is presently open 7 days a week, 5am until 10pm
There will be On Call responsibilities
To support in any project work necessary


A minimum of 3 years’ experience as a Team Leader in a Contact Centre environment. Strong skills around people management,  managing within HR processes necessary
Healthcare experience is desirable, but not essential

Division DBS info


All roles will be subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland. We are an equal opportunities employer.

Job Description


Closing Date