Job Description

Homecare Pharmacy Customer Services Team Leader Patient Care Customer Service Representative Healthcare Provider Team Management Leadership Performance Reviews Training and Coaching Quality Assurance Compliance Service Delivery Prescription Processing

Medication Delivery Customer Inquiries Complaint Handling Relationship Management Healthcare Sector Pharmacy Operations Empathetic Detail-Oriented Solution-Oriented Communication Skills Interpersonal Skills Organisational Skills


At Personal Homecare Pharmacy, we take pride in placing our customers at the heart of all we do. We are a busy distant selling pharmacy, with over 10 years experience in providing fertility drugs. Working collaboratively with the NHS and private clinics nationally, we are dedicated to making our customer experience a focal point. We are passionate about what we do, and we thrive to provide an exceptional service unequalled by no other. With our incredible team players, we aim to be the gold standard in homecare services.


We are looking for a dynamic and experienced Customer Services Team Leader to join our Homecare Pharmacy team. The successful candidate will be responsible for leading and managing a team of customer service representatives, ensuring the highest standards of patient care and customer service are maintained. This role requires excellent leadership skills, a strong customer service orientation, and a deep understanding of pharmacy services or a willingness to learn pharmacy operations.

Key Responsibilities:

Team Leadership:

+ Lead, motivate, and manage a team of customer service representatives. + Provide ongoing training, coaching, and support to team members.
+ Conduct regular performance reviews and set clear performance goals.
Handle conflicts within the team and between customers or other stakeholders effectively and professionally.

Manage team performance and address any issues of underperformance.

Oversee absence management and ensure proper documentation and follow-up.
+

Customer Service Management:

+ Ensure the delivery of exceptional customer service to patients and healthcare providers. + Handle complex customer enquiries and complaints in a professional and timely manner.
+ Develop and implement customer service policies and procedures.

Operational Oversight:

+ Monitor and manage team workflows to ensure efficient and effective service delivery. + Coordinate with other departments to ensure seamless patient care.
+ Oversee the accurate processing of prescriptions and medication delivery schedules.

Quality Assurance:

+ Conduct regular audits to ensure compliance with company policies and regulatory requirements. + Implement quality improvement initiatives to enhance service delivery.
+ Monitor key performance indicators and report on team performance.

Relationship Management:

+ Maintain strong relationships with patients, healthcare providers, and internal stakeholders. + Act as the primary point of contact for escalated issues and ensure timely resolution.
+ Foster a positive and collaborative team environment.

Qualifications and Experience:

Experience:

+ Minimum of 3 years of experience in a customer service role. + At least 5 years of experience in a supervisory or team leader position.

Skills and Competencies:

+ Strong leadership and team management skills. + Excellent communication and interpersonal skills.
+ Proficient in using customer service software and MS Office applications.
+ Ability to handle complex and sensitive customer issues with professionalism.
+ Strong organisational and multitasking abilities.
+ Knowledge of pharmacy operations and homecare services is desirable.

Benefits:

Benefits including private medical insurance, optical and dental, pension, volunteer days, birthday leave. Opportunities for professional development and career advancement. Supportive and collaborative work environment. Blue light card discount

Salary: Competitive

(40 hours a week)