Call Centre Manager

3 weeks ago

Stoke Poges, United Kingdom Trinity Resource Solutions Full time

Our client specialise in non-surgical medical aesthetic treatments to rejuvenate the face and re-contour the body. Their clinic is based in the beautiful setting of Stoke Poges, Buckinghamshire.
They are seeking an experienced Call Centre Manager paying £32-35k plus targeted bonus TBC.
You will be responsible to ensure the smooth and efficient running of the call centre to the highest professional standard by maintaining and delivering superior customer service and aftercare. The call centre is the first stop in every client's experienceso by welcoming those with a warm tone, serving them with efficiency and having a friendly compassionate attitude you will be setting a positive tone for the rest of their experiences.
As the Call Centre Manager, you will be ultimately responsible for the recruitment, training and motivation of the Booking Coordinators. You will be responsible for the development and delivery of training plans, including ongoing training throughout the departmentwith the primary focus on patient care and customer service.
An excellent understanding of our core business areas and portfolios of each of our consultants is crucially important and this must be developed and maintained at all times to ensuring the team are trained on new clinicians and treatment's we may introduce.
In addition to overseeing the call centre, you will be required to perform the duties of Bookings Coordinator as and when required to support the business and your team.

**Responsibilities**:

- Deliver training and support focused on Patient care and Customer Service
- Drive revenue by having in depth knowledge of treatments and procedures and optimising practitioner diaries
- Deliver/arrange training from consultants and new treatments
- Coach, motivate and drive performance of staff members and always lead by example.
- Oversee general in house and external processes within the call centre including IT, software, systems
- Ensuring CSC's standard of 5 star customer service is being executed on a daily basis.
- Oversee all patient calls ensuring they are answered/responded to as quickly as possible
- Provide a safe, happy and focused environment for the team
- Hold regular team meetings with staff to motivate the team and clear and direct communication
- Act as a role model to demonstrate the standards and expectations of staff members
- Encourage good working relationships between the call centre and other departments within the clinics
- Liaise with Regional Operations Manager to ensure any patient complaints or issues are resolved as quickly as possible
- Manage the team to ensure all duties listed in the Bookings Coordinator job description are carried out to the required standard and delegate where necessary.
- Raising any staffing issues with the Regional Operations Manager promptly and confidentially
- Plan the staff rota in advance to ensure there is sufficient cover; forecast staff requirements (rota & holiday cover).
- Carry out new staff Induction and training
Bookings Coordinator Responsibilities
- Answering new patient incoming calls
- Engaging callers and converting new leads
- Book existing patient appointments
- Describing the treatments and benefits
- Credential the medical team/clinic
- Answering calls promptly, greeting callers warmly and listening carefully
- Conducting daily review of schedule status for the remainder of the week and the following two weeks
- Scheduling all appointments with the appropriate provider using the booking system
- To always look at different options for appointments and promote all practitioners
- Confirming daily appointments when required
- Cancelling & rescheduling appointments as necessary; conducting follow-up on DNA's
- Note the reasons for cancellations and DNA's
- Checking of the priority list regularly to see if any requests can be implemented
- Liaise with the practitioners daily regarding their diaries.
- Monitor and modify the providers' daily schedules to maximise occupancy
- Ensure deposits are taken for necessary treatments at the time of booking
- Promote all practitioners within the clinic
- Maintain confidentiality at all times
- Carry out 'End Of Day' reconciliations

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