Team Leader

Closing Date: 14th October
Location: Islington London (Hybrid)
Contract: Permanent
Recruitment Partner: Frankie McCallister-Lyas



About the role:

The Patient Support Team sits at the core of Boots Online Doctor. Its the place our patients turn to for advice to share feedback and to feel genuinely listened to. We also work closely with our store pharmacies to ensure every patient enjoys a seamless straightforward experience and feels confident theyre receiving the highest standard of care.

This isnt a typical entry level management position - were looking for someone who thrives in a fast-paced setting collaborates well within a team and takes real pride in their work. Youll be motivated by working towards targets and rewarded with a performance bonus for delivering outstanding patient experiences. Strong communication and interpersonal skills are essential - whether youre supporting patients or working alongside colleagues. Most importantly were seeking an enthusiastic individual who can work efficiently and meet KPIs while maintaining the quality and care our patients expect.

Key Responsibilities:

Managing the performance of the operation through 1:1s coaching and holding team members to account (we have an excellent trainer who supports on the coaching front);
Driving operational excellence efficiencies and a world class patient experience
Dealing with ad-hoc issues as they arise and providing advice to the wider team in real-time
Ownership of the PST performance metrics; constantly striving for improvements
Responsible for all team member behaviours - conducting disciplinary and appeal
meetings where necessary
Role models people leadership developing great talent creating a culture of learning to attract and retain the best people
Provides clear leadership and direction for all direct team members providing them with regular feedback development and training alongside working with training & quality specialist
to identify areas for improvement and skill gaps across the entire operation

What youll need to have:

Solid experience providing customer support or call centre experience
A good understanding of people management and associated processes
Strong written and verbal communication skills
Be proactive self-accountable assertive and self-motivated with the ability to perform within tight time constraints address the root causes of issues take the appropriate corrective actions and develop/improve on current processes
Understand key drivers to increase customer satisfaction both in terms of quality and on-time delivery
Ability to make clear suggestions for further investigative steps to help quickly home in on root causes of network issues and resolve the problem

It would be great if you also have:

Experience in a tech start-up/scale-up.
Experience or knowledge of the NHS healthcare or health-tech industry.
Experience in helping colleagues develop and grow

A bit about us:

At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

Rewards designed for you:

Boots Retirement Savings Plan
Discretionary annual bonus
Generous employee discounts
Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
Flexible benefits scheme including option to buy additional holiday discounted gym membership life assurance activity passes and much more.
Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.
Theres lots more in our benefits and discounts MyBoosts - there to give you that little lift in your everyday. Find out more at Exclusions may apply (eligible roles only)

Whats next:

If your application is successful our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion youll be notified by email.

Where a role is advertised as full-time we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you to be at your best.

This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service) PVG (Protection of Vulnerable groups) or an Access NI Check.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon.
Be brilliant with Boots.


Keywords
PST MANAGER PATIENT CARE