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TEAM LEADER - MEMBERSHIP 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 Team Leader you will work closely with the wider Member Operations department 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 a team in order to deliver world class front-line member service, whilst also maximising both the individual’s and team’s potential.

In addition you will propose and implement performance initiatives based on MI and performance analytics for the team and also make recommendations for the wider department. Update the team on current performance delivery and where necessary agree performance improvement objectives on an individual and collective basis; whilst ensuring 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 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 here

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