Our Patient Engagement Centre (PEC) is committed to delivering a seamless, supportive, and compassionate experience for every patient, from referral through to final report. As a Team Leader, you will play a vital role in empowering our Patient Care Advisors and Administrators to consistently provide a world class patient experience.
This is a hands-on leadership role that combines operational oversight with people development. You will inspire, support, and guide your team day to day, nurturing a culture where learning, collaboration, and high quality care are at the heart of everything we do.
What You Will Do
Team Leadership & Coaching
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Provide daily guidance, coaching, and motivation to ensure the team delivers exceptional patient focused service.
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Hold regular 1:1 meetings, supporting meaningful development plans tailored to individual strengths and ambitions.
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Foster a culture of open communication, constructive feedback, and shared learning.
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Lead by example through professionalism, empathy, and strong problem solving skills.
Operational Excellence
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Oversee daily workflows to ensure referrals, enquiries, and appointments are processed accurately and efficiently.
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Build and maintain a strong working knowledge of systems and processes, stepping in to support when needed.
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Guide the team in prioritising tasks, meeting targets, and managing conflicting deadlines.
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Identify opportunities to improve processes and support the implementation of new ways of working.
Recruitment, Training & Performance
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Support recruitment, onboarding, and structured training for new team members.
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Monitor performance against KPIs and quality standards, providing supportive feedback and coaching where needed.
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Ensure annual appraisals and development plans are meaningful, realistic, and regularly reviewed.
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Maintain accurate documentation of training, performance conversations, and development progression.
Customer & Patient Experience
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Promote a supportive, respectful, and patient centred approach in all interactions.
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Ensure imaging data, reports, and invoices are processed promptly and accurately.
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Manage escalated queries or concerns calmly and professionally.
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Ensure all incidents and complaints are escalated and recorded in line with policy.
About You
You are a supportive, people focused leader who takes pride in helping others grow. You communicate clearly, stay calm under pressure, and bring a proactive, solutions focused mindset to your work.
We are looking for someone who:
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Listens, encourages, and motivates others to develop and improve.
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Takes accountability for personal and team performance.
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Has strong organisational skills and can manage multiple workflows with accuracy.
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Spots problems early and proactively offers solutions.
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Explains tasks, expectations, and feedback clearly and constructively.
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Works collaboratively with peers, managers, and other departments.
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Remains calm, compassionate, and resilient in fast paced environments.
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Is open to feedback, honest, and role models professional standards.
Experience & Skills
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Previous experience supervising or leading teams in a customer focused or administrative environment.
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Confidence and experience in coaching or developing others.
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Comfortable working to KPIs and quality standards while maintaining a compassionate approach.
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Proficient in Microsoft Office and administrative systems.