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Team Lead - Patient Help & Support Centre

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Psychiatry UK

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Location:
United Kingdom , Newcastle upon Tyne

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

38000.00 GBP / Year
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Job Description:

The Team Lead – Patient Help & Support Centre will lead and inspire a team of Patient Support Specialists to deliver high-quality, compassionate support to patients and their representatives. You will provide day-to-day leadership, coaching and performance management, fostering a culture of empathy, accountability and continuous improvement. Working closely with Quality and Performance Coaches, you will monitor service levels, support individual development, and ensure compliance with clinical, regulatory and operational standards. This role requires strong people-management capability, a calm and supportive leadership style, and the ability to confidently manage performance in a patient-focused environment.

Job Responsibility:

  • Lead, coach, and support a high-performing team of Patient Support Specialists to deliver high- quality service across phoneline and live chat channels
  • Lead in providing a highly capable, empathetic, compassionate team in resolving patient queries at the first interaction
  • Monitor team performance using KPIs, quality assessments, and customer feedback, identifying areas for improvement
  • Support rota planning, shift cover, and day-to-day operational decisions to ensure smooth service delivery
  • Deliver regular 1:1s, coaching, and performance conversations to drive individual development and team standards
  • Work with Quality and Performance colleagues to implement service improvements
  • Ensure compliance with internal policies, data protection, and relevant regulatory standards
  • Provide daily support and guidance to advisors, acting as a point of escalation and expertise
  • Produce or contribute to reports on team performance, productivity, and customer experience

Requirements:

  • Previous experience leading or supervising a team in a contact centre, customer service or healthcare environment
  • Strong coaching skills with a proven ability to develop and improve team performance
  • Ability to prioritise workload and make sound operational decisions in a fast-paced setting
  • Skilled in interpreting performance data and identifying actionable improvements
  • Strong understanding of confidentiality, data protection, and compliance requirements

Nice to have:

  • Experience in a mental health or healthcare environment
  • Familiarity with contact centre systems, processes and tools
  • Experience supporting service improvement initiatives
  • Understanding of governance in a patient-facing service
  • Experience preparing or contributing to performance reporting
What we offer:
  • Health Cash Plan
  • Well Hub Subscription
  • access to an Employee Assistance Programme
  • Annual Volunteering Day
  • Enhanced Sickness and Family Leave pay
  • Length of Service Bonus
  • Work from Home allowance
  • Pension options

Additional Information:

Job Posted:
February 14, 2026

Expiration:
February 23, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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