Customer Service Team Leader
What we are looking for:
We are seeking to recruit an enthusiastic Customer Service Team Leader to join our team in the day-to-day running of the office whilst ensuring great customer experience is maintained throughout to our NHS wheelchair users and medical professionals within the surrounding areas.The successful candidate will showcase a first-class telephone manner with empathy and professionalism with the ability to coordinate with our clinical and logistics teams.
Key Responsibilities:
To review the weekly Customer survey reports; working in conjunction with the Customer Service Manager, ensuring targets are met
To support the Customer Service Manager to ensure that team KPI’s are met continuously and taking appropriate actions to ensure they are met.
To ensure the complaints and compliments operational log is kept up to date.
To assist the Customer Service Manager in creating an environment of high performing professionals – to coach, develop and motivate individuals and the team to achieve the highest standards.
To motivate and energise the team, embedding and fostering a customer focused culture within your team.
To manage resources and work volumes to ensure referrals are processed efficiently and queries are resolved within agreed timescales
To monitor and manage team and individual performance against business objectives and performance standards ensuring timely action is taken to address areas of poor performance, under achievement and risk.