Customer Service Team Leader
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Salary
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£27,000 per annum
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Location
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Glasgow
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Contract
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Permanent
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Hours
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Full Time
Purpose of the Role:
The Customer Service Team Leader will report to the Customer Service Manager and be responsible for a team of Customer Service Advisors, ensuring their team process client orders whilst delivering an unrivalled customer experience. Actively participating in the development and maintenance of an industry-leading customer service offering for the Health Care professionals and clients we support.
Key responsibilities:
- Take ownership of daily, weekly and monthly planning, prioritising the resources available ensuring the team are working effectively and efficiently
- Create and set KPI’s and objectives in order to deliver the department strategy and overall business plan
- Motivate and lead the team to deliver excellent quality and productivity ensuring clients and healthcare professionals expectations are met
- Give clear and timely direction to the team to ensure that all services are provided in accordance with current legislation / NHS guidelines and Company process and policy
- Prepare prescriptions for month end process to be submitted for payment
- Continually look for and suggest ways we can improve the service we provide to healthcare professionals and our mutual clients
- Apply flexibility in order to fulfil the requirements of the department and the business
- Support the team as needed, including inbound/outbound calls, script processing and recovery
- Provide regular support and cover when required for other Team Leaders
- Ensure customer queries are answered with an aim of first time resolution
- Understanding and utilising department reports
- Actively promote Fittleworth to internal and external customers demonstrating the Values at all times
- Advocate and adhere to all Health and Safety policies and lead by example
- Any other reasonable duties as requested by your Manger, Director or the Company Director Team in their absence
- Key holder responsibilities for opening and closing of the building
People Management:
- Highlight any training requirements and work with the Quality Control and Training Co-ordinator in order to encourage development
- Recognise talent within the team and ensure that PDP’s are in place and supported
- Continuously offer coaching and support in order to develop the team
- Conduct appraisals and monthly 1:1’s
- Hold monthly team meetings with clear agendas and outcomes
- Manage all aspects of the team’s performance by actively encouraging all KPI’s are met
- Support the team with recruitment
- Organise the team rota, monitor and manage absence, team performance and behaviours
- Lead by example in adhering to all company policies and procedures and demonstrating positive behaviours
- Ensure integrity is maintained at all times
- Responsible for driving increased employee engagement participation and results working with the other Team Leaders to implement successful initiatives
Qualities you will possess:
- Excellent customer service skills
- Self-motivated with the determination to succeed
- Results orientated
- The ability to multi task in a fast paced environment
- Proactively collaborate with others
- Organised and good at setting priorities
- Positive energy
- Clear and concise communicator
- Team player – take decisions for the benefit of the department
- The ability to communicate to customers across a variety of platforms
Requirements:
- Experience of successfully managing and leading a team in a service environment
- A passionate and motivated customer service professional with a proven track record of meeting results whilst delivering an exceptional service
- Demonstrated organisational and time management skills
- Computer literate with a working knowledge of MS Word, Excel, PowerPoint, and Outlook
What we offer you:
- A purpose driven culture of people driven to making a difference in people’s lives!
- Life cover from commencement at x10 your annual salary
- Day 1 an auto-enrolment pension scheme offering 2% employee contribution / 6% Company contribution
- Full pension scheme offering 3% employee contribution and a Company contribution of 8.5%
- Private Healthcare with the option to add family members at an additional cost
- Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks including; discounts across major retailers and access to an online Wellbeing Centre!
- Ride to work scheme offering savings of up to 42% on the cost of a new bike and accessories
- An Employee Assistance Programme offering a broad range of services including; GP consultation, Second Medical Opinion, Mental Health Support, Life event counselling, Get fit programme and many more
- 25 days annual leave + statutory bank holidays
- 1 day’s paid leave for volunteering each year
- 1 “Me Day” per year
All of the above are subject to eligibility in line with further scheme details