The Role: What you’ll do

At Vita Health Group our mission is “making people better”, and we are looking to recruit an experienced call center manager to help achieve that mission.  

As part of the EAP team you will work remotely from home, but never alone.  You will ensure the management of calls and resource on the EAP Helpline meets all customer requirements and key performance indicators.

• You will provide day to day assistance to the emotional support team, regarding technical and process queries.
• Actively mentoring monitoring and guiding the team to continuously improve performance and customer satisfaction will be a key part of your role at Vita.
• Support the development of objectives for the call centres day to day activities.
• Omnichannel management – ensuring that all customer interactions are promptly managed and functional.

The Candidate: What we are looking for:

• Omnichannel management – ensuring that all customer interactions are promptly managed and functional.
• Experienced call center manager with the ability to engage and motivate a remote team
• Relevant formal call center management training or experience in successfully managing a call center
• Team leader or supervisor experience would be beneficial
• Strong IT skills and knowledge of workforce management

Vita Health Group celebrates life. Improving lives physically and mentally drives everything we do.

We work in partnership with the NHS, support the UK’s largest companies to help support their workforce and provide a full range of physiotherapy services to private customers. We are physical and mental health specialists with over 30 years of experience - we Make People Better.

Vita is fast growing, innovative and ambitious. If you would like to be part our journey and join a company that offers outstanding personal development, flexibility for a work/life balance and a genuine focus on delivering exceptional services then we would love to hear from you.

Your skills and background:

Essential:

• Formal call centre training or experience of previous successful call centre management position
• Working in Call Centre environment with team lead or supervision experience
• Knowledge and use of call centre workforce planning strategies and software
• Ability to remain focussed while managing high volume of calls and administrative work.
• Strong IT skills, particularly using Microsoft 365 apps and Excel skills to an advanced capability.
• An awareness of and commitment to supporting and facilitating diversity and inclusion
• Willingness to travel, which may include overnight stays on occasion, as and when required

Desirable:

• Experience writing and delivering training and/or one to one coaching.
• Experience working with Your Site Explorer Software.
• Highly proactive and motivated by targets

Investing in you

To achieve our ultimate aim of making people better we recognise the importance of investing in our staff. In addition to a competitive salary, we also offer the opportunity of a flexible work life balance, continued professional development and a comprehensive benefits package, which you can view in full on our website.

Why Vita Health Group?

Vita Health Group celebrates life. Improving lives physically and mentally drives everything we do. We work in partnership with the NHS, support the UK’s largest corporate companies to help assist their workforce and provide a full range of physiotherapy services to private customers. We are physical and mental health specialists with over 30 years of experience.

To achieve our ultimate aim of making people better, we recognise the importance of investing in our staff. In addition to a competitive salary, we also offer the opportunity of a flexible work life balance, support with continued professional development, a comprehensive benefits package and annual leave which you can view in full on our website.

Vita Health Group is proud to be an equal opportunities employer.  We are committed to Equality, Diversity & Inclusion best practice and positively encourage applications from candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion/belief, marital status, or pregnancy/maternity. We are actively seeking to increase the diversity of our workforce, to ensure we are representative of the communities we serve. We therefore welcome applications from candidates with a wide range of lived experience.

We support wellbeing for all employees and are associated with the MINDFUL EMPLOYER Charter for Employers who are Positive About Mental Health and as a Disability Confident Committed Employer we are dedicated to ensuring that all candidates are treated fairly throughout the recruitment process.  We have also made a commitment to meet the standards outlined in the NHS Equality Delivery System (EDS2) and Workforce Race Equality Standard (WRES).

Should you wish to discuss any adjustment that you might need in the application process please contact recruitment@vhg.co.uk and we will arrange.

Please note, all applicants must be legally entitled to accept and perform work in the UK and all positions are subject to a DBS check. 

 *Vita Health Group reserves the right to close this job when sufficient applications have been received.*

Vita Health Group