Deputy Manager

About the role

We are looking for an experienced Team Lead – Patient Experience Support who can lead a UK voice process team, drive operational performance, and ensure every patient interaction meets high standards of service, empathy, and quality. Lead day-to-day Contact Centre operations, driving productivity, quality, attendance, and SLA adherence.

What you'll do

• Lead day-to-day Contact Centre operations, driving productivity, quality, attendance, and SLA adherence
• Monitor inbound and outbound patient interactions to maintain excellent service standards
• Manage patient escalations and complaints with professionalism, empathy, and sound judgement
• Conduct team huddles, performance reviews, one-on-one coaching, and feedback sessions
• Track operational KPIs, productivity, shrinkage, attrition, and service quality

What you need

• 5–7 yrs of experience
• Voice process
• Escalation handling
• Employee engagement
• Data privacy
• Problem solving
• Any graduate