Job Description

Job Title: Customer Service Team Leader

Location: Cobalt Business Park, Hybrid working or Fully Office based roles available

Salary: 26500

Full Time

Permanent

I am currently representing a fabulous company who are looking for a Customer Service Team Leader to lead, support, coach and motivate the Supplier Liaison and Quality Audit team in the successful delivery of their products in accordance with the service level agreements with their customers, whilst maintaining a high standard of customer service and a professional manner at all times.

Main Responsibilities include but are not limited to;

To provide a good quality service to all customers To report to and liaise with Supplier Services Manager To ensure good working relations within the office environment To ensure completion of training and ensure training of staff is kept up to date To deal with any priority and complex queries To oversee team workload on a daily basis and delegate when necessary To be able to strive to meet deadlines and encourage team to do so To have knowledge of process and be able to teach process techniques to the teams Delegation and overseeing work to the team and regular efficient monitoring of work carried out by team members to achieve the required SLAs and KPIs Efficient time management to ensure proactive approach within team Liaise with experts on a regular basis to understand common issues - escalate any issues to line manager To liaise with clinical providers and update database on all aspects of communication, particularly in relation to compliance and quality measures. To train providers if required on all terms and conditions held between the expert and the company. To update line management with regards to clinical providers. Gather, read and understand statistics, including quality audits, in order to progress the team as a whole and on an individual level To assist with MI whenever requested To provide monthly reports (details to be discussed and confirmed) To assist with testing and live releases Present reports to management detailing progress and issues within the team Complete and/or oversee complex areas of work Deal with complaints according to company policy and to escalate to the appropriate manager when necessary Responsible for the personnel aspects of the team e.g. one to ones/reviews, holiday approval, overtime, raising training needs Challenge and manage unacceptable behaviour fairly, consistently and constructively Responding to urgent and complex correspondence from customers both internal and external Liaising with customers in order to deal with complex queries Assist in the training of new staff and provide refresher training when necessary and overseeing training needs with assistance
from Senior Case Administrators

Represent the team in manager's absence - including reporting to Head of Operations. Present any issues to Rehabilitation and Supplier Services Manager without delay Assist Rehabilitation and Supplier Services Manager in monitoring and adhering to SLAs relating within Supplier Liaison and Quality Audit teams Overseeing and monitoring Quality Auditing in relation to reports

To be considered for the role you must be able to;

Demonstrate good leadership skills Take a mentoring role. Have knowledge of all processes within the departments Have knowledge of how other departments operate to ensure smooth working relations Organised and able to work on own initiative Ability to manage and prioritise workload Ability to create and maintain productive working relationships with all customers both internal and external Ability to meticulously detail information Communicate effectively to management Ability to build strong relations with suppliers Good knowledge of internal process, policy and requirements effecting one as an employee and also that of suppliers
Job Types: Full-time, Permanent

Pay: 26,000.00-26,500.00 per year

Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday
Work Location: Hybrid remote in Wallsend NE28 9NZ

Job Types: Full-time, Permanent

Pay: From 26,500.00 per year

Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday
Work Location: Hybrid remote in Newcastle upon Tyne NE27 0QQ

Job Types: Full-time, Permanent

Pay: 26,000.00-26,500.00 per year

Work Location: Hybrid remote in Wallsend NE28 0AD