Patient Support Team Leader

Acacium Group

. Lead, motivate and support a team to achieve service targets and performance objectives .

Posted 9/30/2026full-timeLeeds • United KingdomSenior💰 £32,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing customer service teams, focusing on performance improvement, team development, and exceptional patient experience. Proficient in analyzing performance metrics and implementing strategies to enhance service delivery and operational efficiency.

Highest-signal resume keywords

Team LeadershipCustomer Service ManagementPerformance AnalysisKPI AchievementCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MonitoringQuality ChecksContinuous ImprovementComplaint ResolutionData Analysis

Soft Skills

Excellent CommunicationProblem-SolvingProactive ApproachPeople Management

Tools & Technologies

Microsoft OfficeOutlookTeamsCRM Systems

Industry Keywords

Customer ServiceContact CentreHealthcare AdministrationPatient ServicesKPI

About the role

Key responsibilities & impact

Lead, motivate and support a team to achieve service targets and performance objectives
Monitor team performance through regular feedback, 1:1 meetings and performance reviews
Manage team resources and workloads to maintain service levels and response times
Support recruitment, onboarding, training and ongoing development of team members
Resolve complaints and escalated queries professionally and promptly
Conduct quality and competency checks across calls, emails and service processes
Analyse performance trends and implement continuous improvement initiatives
Collaborate with internal stakeholders
Provide regular reports on team performance and service delivery

Requirements

What you’ll need

Previous experience leading, supervising or managing a customer service or contact centre team
Experience working towards KPIs and driving high performance within a team environment
Strong customer service background with a passion for delivering an exceptional patient experience
Experience within a call centre, healthcare administration or patient services environment
Excellent communication, coaching and people management skills
Strong problem-solving skills with a proactive and solution-focused approach
Confident using Microsoft Office applications, Outlook, Teams and CRM/database systems
Ability to handle sensitive and confidential information professionally

Benefits

Comp & perks

Employer pension contributions
Life assurance
Healthcare benefits
25 days' annual leave plus Bank Holidays
Holiday entitlement increasing with length of service
Optional private medical insurance
Critical illness cover
Dental insurance
Healthcare cash plan
Holiday buy and sell
Gym scheme
Car scheme
Bike scheme
Technology voucher scheme
Season ticket travel loans
24/7 wellbeing support for you and your immediate family
Employee Assistance Programme
Digital wellbeing app and wellbeing resources
Discounted neurodevelopmental assessments for you and your loved ones
Instant discounts on shopping, travel, entertainment, dining and lifestyle
Fully funded professional qualifications through apprenticeship programmes
Mentoring and coaching
Leadership development programmes
Online learning and development opportunities
Career development across the global organisation
Long Service Awards
Exceptional performance and peer-to-peer recognition
Two paid volunteering days each year
Flexible working options and reasonable adjustments wherever possible