Customer Service Representative

Job Title – UK Out of Hours Team Leader

Experience – 3+ Years

Position Type – Full-Time

Location – Ahmedabad

Are you an experienced operations leader who can keep critical UK out-of-hours services running smoothly Join our award-winning Ahmedabad team as a UK Out of Hours Team Leader, based at the IMS office in India. You will lead a hands-on team supporting healthcare workers serving the UK National Health Service (NHS), manage shift bookings and cancellations, communicate with clients, handle escalations, and work alongside the team to ensure reliable service delivery across flexible shift timings.

Who We Are

At IMS Group, we are an engine for global talent. We connect top-tier professionals with Fortune 500 companies and premier healthcare institutions worldwide. We are proud to be a 5-time consecutive winner of the Great Place to Work® award because we invest heavily in our people, offering world-class mentorship, health benefits, and long-term career growth.

The Opportunity: What You Will Do

As the UK Out of Hours Team Leader, you will combine team management with direct operational delivery during evenings, nights, weekends, and public holidays. You will supervise Customer Service Associates, allocate workloads, oversee and process shift bookings and cancellations, communicate with clients on staffing requirements and service issues, resolve escalations, and personally carry out the same core tasks as the team when volumes or priorities require additional support.

Shift Details:

This is a full-time, onsite role based at the IMS office in Ahmedabad, India. You must be flexible to work rotational schedules aligned with UK out-of-hours coverage, including evenings, nights, weekends, and UK public holidays according to operational requirements.

Your day-to-day will focus on:

· Shift Booking & Fulfilment: Oversee and process healthcare worker shift bookings, confirm assignment details, monitor open requirements, and work with the team to maximise timely shift fulfilment.

· Cancellations & Urgent Cover: Manage worker or client cancellations, update systems promptly, identify replacement cover where required, and communicate changes clearly to all relevant parties.

· Client Communication: Maintain professional communication with UK clients regarding staffing needs, booking confirmations, cancellations, urgent requests, service issues, and progress updates.

· Team Management: Lead, coach, and support the out-of-hours team, allocate work, monitor attendance and performance, provide guidance, and maintain accountability for service quality.

· Hands-On Operational Support: Work alongside team members by answering calls, actioning bookings and cancellations, updating records, responding to healthcare worker queries, and supporting urgent requirements during busy periods.

· Escalation & Service Delivery: Take ownership of complex or urgent issues, coordinate timely resolutions, monitor queues and response times, and ensure service continuity throughout the shift.

· Handover, Records & Compliance: Maintain accurate booking and cancellation records, protect confidential information, report critical issues, and provide clear handovers between UK and India operations teams.

What You Bring to the Table:

We are looking for a calm, accountable, and service-focused leader who can motivate a team, manage operational pressure, and make sound decisions during UK out-of-hours coverage. You should possess:

· Relevant Experience: 3+ years of experience in healthcare staffing, customer service, contact centre, or out-of-hours operations, with hands-on exposure to shift bookings, cancellations, client communication, and team leadership or supervision.

· People Leadership: Proven ability to allocate work, coach team members, manage performance, support attendance, and maintain engagement across varied shift patterns.

· Operational Judgement: Confidence prioritising urgent bookings, managing cancellations, arranging replacement cover, handling client escalations, and making sound decisions with limited supervision during out-of-hours periods.

· Communication Skills: Strong spoken and written English, professional stakeholder communication, active listening, and the ability to give clear direction and feedback.

· Systems & Reporting: Comfortable using customer relationship management systems, ticketing tools, workforce reports, email, and Microsoft Office to monitor operations and maintain accurate records.

· Shift Flexibility: Willingness and ability to work flexible rotational shifts from the IMS office in India, including evenings, nights, weekends, and UK public holidays.

Why You'll Love Working Here:

· Leadership Impact: Lead a frontline team that provides essential support to healthcare workers serving NHS services outside standard UK business hours.

· Operational Ownership: Influence shift fulfilment, cancellation management, client satisfaction, service continuity, and team performance through visible, hands-on leadership.

· Career Growth: Benefit from structured support, leadership development, and opportunities to deepen your expertise in UK healthcare operations.

· The Culture: Join a recognised Great Place to Work® environment that champions collaboration, wellbeing, professional development, and long-term careers.

Ready to Make Your Next Move If you are a hands-on leader with experience in shift booking, cancellation management, client communication, and team supervision, and you can deliver reliable UK out-of-hours support from the IMS office in India, apply today and build your career with IMS Group.