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FUNCTION LEAD - MEMBER OPERATIONS

  • Based in Leeds
  • Full-time, permanent

The Medical Protection Society Limited (“MPS”) is the world’s leading protection organisation for doctors, dentists and healthcare professionals. We protect and support the professional interests of more than 300,000 members around the world. Membership provides access to expert advice and support together with the right to request indemnity for any complaints or claims arising from professional practice.

Our in-house experts assist with the wide range of legal and ethical problems that arise from professional practice. This can include clinical negligence claims, complaints, medical and dental council inquiries, legal and ethical dilemmas, disciplinary procedures, inquests and fatal accident inquiries.

Our Member Operations department has a requirement for a Team Leader join the team on a permanent contract based at our offices in Leeds.

As a Function Lead you will work closely with the existing Senior Management Team and the wider Member Operations department team, and contribute to MPS’s delivery of a world class service to its members, through multiple communication channels including telephone, written and email contact.

The post holder will be responsible for leading, coaching and developing, through their reporting line team leaders, the appropriate service centre team effectively to deliver world class front-line member service, whilst also maximising both the individual team members and combined team’s potential.

In addition, this role will work closely with the Senior Management Team within our Member Operations department to provide updates on performance, challenges and obtain support when required. You will also propose and implement performance initiatives based on MI and performance analytics for the team and also make recommendations for the wider department.

You will be responsible for ensuring there is a focus on the achievement of, and the maintenance of performance to SLA/KPI targets and standards, whilst making sure policies and procedures are adhered to, including MPS policies, data protection and financial services guidelines.

Interested applicants must have previous experience of leading operational teams within a contact centre or service centre environment, preferably through a period of change, including coaching and performance management.

Previous front line member service experience is a necessity as well as the ability to work in a pressurised environment and to KPIs/SLAs. Excellent telephone handling skills are a prerequisite coupled with strong interpersonal skills.

In return, we offer a great working environment in conveniently located offices in the city centre. We offer an exceptional benefits package, including a 12% pension scheme, 25 days paid holiday (in addition to public holidays), private medical insurance and a health care cash plan, childcare vouchers and an annual bonus scheme.

Download a role profile

To apply or enquire, please send a CV along with salary expectation to careers@medicalprotection.org for the attention of George Mill

The closing date for this role is 18 April 2017