Contact Centre Team Lead – Healthcare
Full Time On Site :
Location: Bray, Co. Wicklow
We are looking for an experienced Contact Centre Team Lead to lead our busy medical contact centre in Bray.
The Contact Centre is the first point of contact for many of our patients. The lead will be responsible for ensuring patients receive a professional, efficient and helpful service from their first interaction with us.
This is a hands-on role. You will lead the Contact Centre team while remaining actively involved in day-to-day operations.
There is no sales focus. The priority is patient service, appointment management, operational efficiency and ensuring calls and patient queries are handled effectively.
Key Responsibilities
- Manage the day-to-day operation of the Contact Centre.
- Lead, support and develop the Contact Centre team.
- Ensure incoming calls, emails and patient queries are answered promptly and professionally.
- Manage patient bookings, appointment changes and cancellations.
- Monitor call volumes, response times, abandoned calls and service levels.
- Manage staffing levels, rotas, breaks, annual leave and daily workload.
- Ensure appropriate cover during busy periods and staff absences.
- Identify recurring patient issues and improve processes to reduce unnecessary calls and delays.
- Ensure accurate patient information and appointment records are maintained.
- Work closely with clinic management and administration teams to maximise appointment utilisation and patient flow.
- Manage patient complaints and escalated queries appropriately.
- Train and coach team members and manage performance where required.
- Establish clear procedures and standards across calls, emails and other patient communications.
- Produce regular reports on Contact Centre activity, performance and patient service levels.
- Ensure patient confidentiality, GDPR requirements and company procedures are followed at all times.
- Support the introduction of new systems, technology and process improvements within the Contact Centre.
Key Performance Areas
The Contact Centre Team Lead will be accountable for:
- Call answer and abandonment rates.
- Patient response times.
- Appointment booking accuracy.
- Effective utilisation of available clinic appointments.
- Patient complaints and service issues.
- Team attendance and performance.
- Quality and consistency of patient communications.
- Continuous improvement of Contact Centre processes.
About You
You will have:
- Previous experience supervising a contact centre, customer service or patient services team.
- Strong people-management and leadership skills.
- Experience managing performance against service levels and KPIs.
- Excellent communication and customer service skills.
- A calm and professional approach when dealing with patients.
- Strong organisational and problem-solving skills.
- Good attention to detail.
- Confidence managing a busy and changing workload.
- Experience using contact centre, CRM, booking or patient management systems.
- The ability to analyse performance data and use it to improve operations.
- A professional and confidential approach to patient information.
Previous healthcare experience is essential.
What Success Looks Like
A well-run Contact Centre where patients can reach us easily, queries are dealt with quickly, appointments are managed accurately and the team has clear standards and accountability.
This is a non-sales role. The focus is entirely on patient experience, operational performance and providing an efficient link between our patients and clinical teams.
Pay: €36,000.00-€38,000.00 per year
Benefits:
- Additional leave
- Bike to work scheme
- Company events
- Employee discount
- On-site parking
- Sick pay
Application question(s):
- Are you within 30min commute of Bray, Co. Wicklow
Experience:
- Team Lead: 2 years (required)
Language:
- Fluent English (required)
Location:
- Bray, County Wicklow (preferred)
Work Location: In person
