Psychiatry UK · 1 day ago
Team Lead - Patient Help & Support Centre
Centre County, PA
Full-time
Hybrid
Mid, Senior Level
£38K/yr - £38K/yrPsychiatry UK is the UK’s leading provider of digital psychiatry services, working both privately and with the NHS to support children, teenagers and adults with expert, patient-centred care. 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, while ensuring compliance with clinical, regulatory and operational standards.
Health CareMedicalPsychology
Responsibilities
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
Qualification
Required
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
Excellent written and verbal communication skills, a calm and supportive approach, and the confidence to manage sensitive or challenging conversations with empathy and clarity
Highly organised with strong attention to detail
Comfortable working closely with colleagues and providing in-person support on a daily basis, building trust and positive working relationships across the team
Preferred
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
Benefits
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
Company
Psychiatry UK
Psychiatry UK offers online services and provides specialist medical consultations and ongoing psychological support to its clients.
Founded in 2012
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Nell Montgomery
Chief Executive Officer
Company data provided by crunchbase