Premier Medical jobs

Job Summary

MedCo Team Leader- GP Team

We are seeking a Team Leader to Lead, motivate and develop the GP Team to consistently achieve service level targets, maintain high standards of quality and compliance, and deliver an excellent customer experience through effective performance management, resource planning, coaching, and continuous improvement activities.

Responsibilities

Business performance and process management

· Monitor and manage daily performance against agreed Medco and Customer Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

· Ensure customer service targets are consistently achieved, including response times, turnaround times, call handling, and case resolution targets.

· Identify and address risks to service delivery before they impact customer outcomes.

· In conjunction with the MedCo Service Performance Lead, track trends, identify root causes of service issues and recommend solutions.

· Escalate service issues appropriately and implement corrective actions.

· Promote a customer-focused culture within the team

· Ensure customer enquiries, complaints, and escalations are handled promptly and professionally in line with agreed service levels and company policy.

· Manage workloads and allocate resources effectively to meet customer demand.

· Ensure staffing levels are sufficient to achieve service standards.

· Coordinate leave, training, and absence management to minimise service disruption.

· Support business continuity plans during periods of high demand.

· Proactively and positively engage with customers, building rapport and mutual respect

· In conjunction with the Quality & Development Officer, design and develop administrative processes and procedures for the team, ensuring all tasks are properly documented and maintained.

· Use management information to drive operational improvements.

· Process all relevant HR requirements.

People Management

· Set clear performance expectations for team members.

· Monitor individual and team productivity against MedCo and customer service levels.

· Conduct regular one-to-one meetings and performance reviews.

· Recognise high performance and address underperformance through coaching and development plans.

· Support attendance management to maintain adequate service coverage.

· Deliver ongoing training and coaching to improve service performance and customer handling skills.

· Identify training needs and support employee development.

· Deliver feedback from audits and work assessment to drive continuous improvement and improve customer service quality.

· Develop a sense of teamwork and unity within the team and wider business group.

· Encourage continuous learning and professional growth.

· Undertake necessary and appropriate HR activities in accordance with company guidelines.

Resource Planning

· Manage workloads and allocate resources effectively to meet customer demand.

· Ensure staffing levels are sufficient to achieve service standards.

· Coordinate leave, training, and absence management to minimise service disruption.

· Support business continuity plans during periods of high demand.

Self-management

· Be aware of your own behaviour and how this may impact on others (emotional intelligence) – lead by example

· Regularly evaluate your strengths and development areas to identify personal skills gaps

· Set personal goals and targets

· Maintain and update your management skills or CPD

Behaviours- The how

· Be approachable and available to all staff, building trust

· Take ownership of personal and staff development and encourage feedback

· Motivate and encourage staff through regular contact either individually or as a team

· Communicate and provide transparency with all staff

· Build and maintain effective relationships within the business, colleagues and senior managers

· Support staff to adapt to change, and to be open and listen to ideas

· Demonstrate a positive, can-do attitude

Be organised and utilise time management skills

Core Competencies

· Customer service – Standing in the shoes of our clients and customers

· Engagement and communication – Understanding and being understood

· Self-Development and commitment to learning – Being the best you can be

· Team work – Working with others to achieve more

· Results focused – Getting the job done

· Change and innovation – Turning good into great

· Leadership – Providing inspiration and guidance to others

. Commercial Awareness – Demonstrates awareness of the industry that PMG operates in

Our Values

Be PREMIER:

· Be Proactive

· Be Relationship Focused

· Be Empowered

· Be Multi-Skilled

· Be Innovative

· Be Empathetic

· Be Responsible

Person Specification

Education and qualification

Essential-

• Team Leader qualification or relevant experience

Desirable-

• ILM or equivalent management experience

Experience

Essential-

• Experience of managing and developing a team of 10+
• Proven experience of administration skills in an office environment
• Sound awareness of business practices

Desirable-

• Experience of complaints handling and customer care
• Experience of facilitating small group sessions

Skills and knowledge

Essential-

• Demonstrates ownership and the ability to plan time effectively to deliver results
• Able to use standard Microsoft packages
• Demonstrates excellent communication skills, both verbal and written

Desirable-

• Knowledge of the medical legal industry
• Excellent IT skills, with experience of data input and retrieval of information
• Knowledge of basic HR practices

Behaviour

Essential-

• Thinks from the customers’ point of view
• Has a collaborative approach to team work
• Has a flexible approach and can adapt positively to change
• Is capable of encouraging, motivating and supporting team members

Employee benefits

We offer a competitive benefits package including flexible working arrangements, enhanced maternity & paternity, medical cash plan, company sick pay, 5% matched pension, up to 27 days paid holiday (subject to length of service increments) plus bank holidays on top and option to top up by 5 days per year through our flexible leave scheme.

If you would like the opportunity to be part of our market leading organisation, please email us your CV today.

Role conditional on passing employee vetting process which includes a 5 year employment reference check, 3 year financial probity and basic criminal disclosure check.

Kuro Health actively promotes equality of opportunity for all. Diverse perspectives and experiences are important to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

We want to ensure you are not put at disadvantage during our recruitment process because of a disability, condition, or impairment. If you need reasonable adjustment or a change to be made so that you can make your application, please contact us at HR@kurohealth.co.uk.

We are a Disability Confident Scheme (DCS) employer for candidates with disabilities who meet the minimum selection criteria.

Pay: From £29,500.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• Sick pay

Work Location: In person