Customer Services Team Lead

5 months ago

Basingstoke, United Kingdom Healthcare 21 Full time

Who we are?
Healthcare 21 is a sales, marketing, and technical services company. Our purpose is to deliver products and solutions to assist healthcare providers achieve optimum clinical outcomes.
We are high growth company that aims to be the partner of choice for our global healthcare suppliers; deliver on our promises to our customers across hospitals and the wider community; and promote ownership within our employees to be the best at everything they do.
We are a values-based company who recognise and reward employees that embrace our values of passion, innovation, transparency, and simplicity. At Healthcare 21, we are respectful of others and do not accept discrimination in any form. We believe it is our differences that are essential in forming our effective and creative teams and it has made us the sustainable business that we are today.
The long-term success of our sustainable business is based on our teamwork, integrity, and the ability of our people to take ownership of their role. It is our responsibility to provide you with an exciting, innovative environment that is respectful, fulfilling and rewarding. Want to know more about what to expect from a working life in Healthcare 21, then click here.
Job snapshot
The Customer Service Team Leader will be accountable for the direction, motivation, development, and performance of the customer service team.
In addition, this role will be expected to carry out the duties of the customer service team in terms of ensuring that a high level of customer service is carried out at all times, such as answering telephone calls and processing orders.
The role will also entail liaising with customers, divisional managers and other departments within Healthcare 21.

**Responsibilities**:Not limited to but will include**:
Oversee day-to-day operations and supervision of the department.
Order Processing
Ensure all customer queries are logged and resolved promptly and escalate where necessary
Manage administration; keep records of customer interactions and transactions and complaints
Ensure any invoicing and credit control queries are dealt with efficiently and effectively
Liaise with internal departments to resolve any relevant daily issues
Promote adherence to HC21 processes and procedures to support consistency and quality of work
Communicate and coordinate with external suppliers on order requirements including delivery time frames & shipping costs
Meeting targets as set by the manager
Recording and forwarding PV, AEs, ADRs and complaints.

Experience in a team lead capacity would be advantageous.
Ability to organise and motivate a team.
Strong administrative skills incorporating planning and organisational skills.
Good communication skills.
Knowledge of SAP would also be beneficial.

Who exceeds in this role?

**Top performers should be able to**:
Be customer focused, with excellent communication skills.
Have the ability to prioritise workload and work in a pressurised environment.
Have the ability and desire to support, motivate and develop others.
Have strong organisational and time management skills.
Have problem analysis and problem-solving with excellent attention to detail and accuracy.
Be adaptable and capable of working on own initiative.
Have a high level of computer literacy including a good working knowledge of Microsoft Office.

What are some of the benefits of working at Healthcare 21?

Competitive salary and bonus structure.
Employee Assistance Program.
Pension, Life assurance.
Educational Assistance.
HC21 training academy.
Enhanced annual and life leave.
Engagement initiatives.
Supportive colleagues to learn from and enjoy company social outings, parties, and events.

We are proud to be an equal opportunity employer. At Healthcare 21 we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

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