Customer service team leader - united kingdom, wallasey, merseyside

we are currently looking for customer service team leader to join the team within our wallasey service center based in wallasey. day to day you will lead an effective customer care team. this role will provide the assistant operations manager with a high level of administration support. a role model to their team and the senior management group, this role will take responsibility for continuously improving service levels, developing management information, accuracy in accounting and developing relationships with internal and external partners. you will be a champion for the customer driving a culture of care and empathy and challenging the delivery of the service if it is not delivering to high service standards.

as a healthcare equipment provider, ross care, part of the millbrook healthcare group work in partnership with the nhs to supply the necessary equipment and aids to support people in their day to day life.

key responsibilities:

operational:

lead and manage a team of customer service administrators.

a role model to the customer service team, supporting the management in creating a culture of customer service excellence.

hands on fulfilling daily operational duties to a consistently high level.

support the assistant operations manager in developing strong relationships with wheelchair services.

ensure organisational protocols, procedures, policies, and standards are adhered to.

control and manage outstanding work.

enhance organisation's reputation by accepting ownership for accomplishing/resolving difficult requests or complaints.

develop a good understanding of the organisations products and services, continually develop this along with wider industry knowledge.

actively responsible for building teamwork and working together as a team.

observe all regulations covering the confidentiality of the service user information accessed in undertaking the role.

people:

assist with training to develop a high standard of customer service within the team.

assist with monitoring and reviewing the team regularly and support any necessary performance management issues that may become apparent.

set daily tasks for the team. supervising and monitoring the team s workload against these and any ad hoc changes.

drive productivity and quality of work daily.

assist with absence management.

skills and qualifications:

minimum 2 years proven experience of call handling

minimum 2 years proven experience of data entry

computer literate with a working knowledge of microsoft excel and word.

experience of working within a service provider industry.

flexible approach to working conditions and working environment change.

additional competencies:

detailed-orientated

pressure resilient

drive and energy

multitask focus

customer-centric

proactive

assertive

dependable

confidentiality:

while carrying out the work involved with this position, the role will become party to confidential information including service user information. it is of paramount importance that all information is kept on a private and confidential basis and not disclosed to any other person.

service user/other agency/public engagement and involvement:

ross care is committed to promoting and embedding equality, diversity and inclusiveness and expects that the post holder will actively promote and engage this commitment in all that they do. the post holder should ensure that in all their behaviours, attitudes and working they recognise and take account of the health needs and rights of all sections of the community including ethnicity, disability, gender, age, sexual orientation, and religion/belief. the post holder will be expected to engage the service users, other agencies, and the public where relevant and adhere to the company s policies and procedures governing zero tolerance to discrimination, harassment, bullying, stereotyping and prejudicial treatment.

job type: full-time

salary: gbp22,737.00 per year

schedule:

monday to friday

ability to commute/relocate:

wallasey, ch44 7ja: reliably commute or plan to relocate before starting work (required)

experience:

customer service: 1 year (preferred)

reference id: customer service team leader

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