Customer Service Team Leader

1 day ago

Heywood, United Kingdom HARTMANN Full time

Customer Service Team Leader

Heywood

In the UK HARTMANN is one of the market leading health care companies in providing customer tailored solution packages and products to the NHS and private sector. This achievement is due to us having clinically effective products and solution packages. We aim to work in partnership with Healthcare Professionals and Managers of the NHS and private sector by providing solution led products and services to meet clinical and budgetary needs.

**Duties & Responsibilities**:**
To manage a high performing multi-skilled customer service team that provides excellence in service to all HARTMANN customers**:

- To oversee the day-to-day routine within the CSO’s, making sure work is completed to meet all deadlines and targets are being achieved
- By personal example, setting standards of efficiency for all to follow and engendering a team spirit essential to the smooth operation of the department
- To identify training and development needs of individual team members and provide constructive feedback
- To ensure effective communication is cascaded across and around the team, working with team members to share knowledge, information, and best practice
- To ensure the team are deployed appropriately to cover service provision within the Team, reallocating staff to busy parts of the business in response to customer demand and team availability
- To manage queries/issues escalated by team members, supporting them as appropriate in dealing with complex situations
- To assist in the monitoring and evaluation of service delivery to ensure that performance targets are met and reviewing strategies and procedures as appropriate, aligning them with customer demand and feedback to continually enhance the service
- To assist the monitoring and review of customer complaints to ensure high standards of customer care within the Team and where appropriate implement strategies to improve service delivery
- To promote a positive and professional image of PAUL HARTMANN Ltd
- Assist in identifying solutions to resolve issues to improve service delivery
- To liaise with other departments as required
- Produce reports as required
- To undertake any general office duties as necessary
- To undertake any reasonable task as may be directed
- To report to the Customer Service Operations Manager any information received from customers in relation to the market, competitor activity or changes in customers’ requirements
- To undergo personal training and development that will enable an on-going high level of competence and the development of other skills necessary for the role

Other Duties
- Ensure compliance with all relevant company policies and procedures
- To carry out any other duties commensurate to the post as required
- Variations to the job description may be required from time to time and when this arises there will be a discussion with the post holder
**Person Specification**

**Experience**
- Management and leadership experience
- Customer Service experience
- Performance management
**Skills & Attributes**
- Ability to lead, motivate and manage a team demonstrating influencing and persuasive skills
- Provide leadership and support to team
- Ability to give clear instructions
- Excellent planning and organisational skills
- To set a good example in all aspects of the job for all to follow
- Ability to create a good team spirit
- Excellent customer service skills
- Pleasant telephone manner with good communication skills
- Computer literate and quick ability to learn new computer systems
- Ability to multitask
- Excellent numeracy skills
- Ability to work under pressure in order to meet deadlines whilst maintaining a high level of accuracy
- Self-motivated and conscientious approach to work
- Ability to maintain confidentiality at all times
- Able to create good working relationships with internal and external partners
- Ability to identify and introduce improvements in all aspects of the role
- Ability to adapt to individual and operational change in a diverse and fast-paced organisation
- Confident and enthusiastic
- Personal commitment to continuous service improvement and self-development
- Forward thinking with a positive, can-do attitude
- Excellent implementation skills
- Demonstrated strong coaching and development skills of team members

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