Customer Service Team Leader

6 months ago

London, United Kingdom CardioScan Full time

**About Us**

CardioScan is a global cardiac data and analysis company. We provide cardiac data and reporting to primary health practitioners in ten countries, including Australia, the US, the UK and across Asia. We deploy cardiac equipment into the field, collect heart data and provide analysis to our customers with the upmost focus on accuracy, quality and speed. We want to put the right data in the hands of those who need to make the decision, in a time of need.

We combine leading equipment with outstanding people and innovative software to ensure a focus on the customer and ultimately, their patient. Our BeatBox Cardiac Management Platform has been built from the ground up with a focus on efficiencies and security in mind. BeatBox is at the core of all our global operations with 5000+ users globally, reporting over 1M tests a year, with over 8000+ devices in the field.

CardioScan has developed a new cardiac diagnostic standard in the UK by:

- Conducting a fast remote Holter service directly to the patient’s home in accordance with patients’ preferences;
- Advocating multiday Holter diagnostic to generate a more robust clinical results for patients and simplified cardiac operations for hospitals;
- Triaging patients for a home or hospital-based service to adapt the clinical diagnostic to patients’ preferences;
- Generating clinical, patient preference and operational data to define the new diagnostic standard.

CardioScan continues to innovate on behalf of our global customer base to provide a technology led, cardiac reporting service. As the benefits of our new technology compound, we are always looking for outstanding people to join our organisation to bring our customers on the journey with us.

**About the role**

We’re looking for an experienced Customer Service Team Leader to manage a team of high performing Patient Laision Officers to ensure the highest quality customer service is delivered at every patient interaction. You will be a leader that inspires and motivates a team to deliver superior customer service while achieving team performance targets and UK business objectives. Working alongside the COO and leadership team, you will play a pivotal part in delivering the operational strategic plan. You will be passionate about engagement, continuous improvement, development of the team and understand the huge part this plays within their role and the overall success of our business.

This is a full time, permanent role based in our Hammersmith office. Monday - Friday, 9AM-5PM

**Key responsibilities**:

- Review statistics and reports on day to day operations and make recommendations to optimise the team's efficiency
- Follow processes and procedures to make sure that available resources are used efficiently
- Work closely with other departments such as Logistics, Sales and Account Management to solve customer queries
- Being a point of escalation for complex queries, supporting with customer escalations when required
- Help to create and maintain an effective and positive working environment
- Focus on delivering the team and departmental KPI's daily and ensure continuous tracking of KPI targets and implement strategies within the team on how to achieve these.
- Manage tasks and projects with a data-driven and holistic approach.
- Support in the recruitment of new Patient Liaison Officers as the team expands
- Be responsible for the training and support of new and existing team members
- Work with other Senior team members to ensure the sharing of knowledge, skills and best practice
- Set the standards for the team to follow
- Ensure that our customers are kept pleased and satisfied at all times by providing prompt responses and solutions
- Take responsibility for the team’s schedule including operational work hours, holiday and sick leave; creating and maintaining schedules to ensure optimal coverage across the support team.
- Work closely with HR on all aspects of people management including, recruitment, absence management, attrition, and disciplinary meetings
- Represent the company brand by being the patient champion, responsible of the overall patient experience
- Works as one team to drive and support company culture

**About you**:

- Experience in a team leader role within a customer service or call centre environment for 2 or more year.
- Be highly motivated with exceptional interpersonal skills, able to build relationships at all levels but especially with key decision makers and influencers
- Strong leadership and management skills
- Good coaching skills with experience in giving feedback to team members to motivate, engage and improve performance
- Excellent organisational and time management skills
- “Customer First” mentality, with an understanding how to maintain customer satisfaction whilst balancing business requirements
- Self-motivated and ability to use own initiative to prioritise workload and problem solve, sometimes under pressure
- Positive attitude, flex

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