Customer Service Team Lead

4 weeks ago

Worcester, United Kingdom Worcestershire Association of Carers Full time

**Customer Service Team Lead**

**JOB DESCRIPTION**

Responsible to: Carer Support Manager

Base: Worcester Office

Hours: 30hrs pw.

Pay scale: £24,291 (pro rata)

Worcestershire Association of Carers (WAC) is a fast-paced community organisation passionate about delivering innovative, effective, and relevant services in partnership with individuals, communities and stakeholders.

**Purpose of Post**

Providing excellent Customer Service is at the heart of our charity. As Customer Service Team Lead you will ensure your team are the anchor within the organisation, the first point of contact for our customers, setting the standard and expectation on the quality of service they can expect from WAC, you will welcome and direct them to the correct services they require. You will use your own initiative to problem solve quickly and effectively, going above and beyond to ensure you and your team provide the best service for both our external and internal customers.

You will be an ambassador for digital transformation within the organisation to include how we support Carers to use technology and how we maximise the use of technology to do our jobs.

You and your team will provide proactive and consistent support across all departments.

Contribute to the overall strategic aims of the Association.

**Responsibilities**

**Overview**:
Customer Service
- Ensure your team are the organisation’s welcoming front door, always providing excellent customer service and remaining professional, positive, calm with a can-do attitude for anyone accessing our services
- Manage and provide consistent and accurate administrative and project support across a range of duties
- Develop and maintain excellent working relationships with internal and external customers to include sub-contractors
- Manage, alongside the Team Managers, the consistent coverage of the helplines to include Carers Hub, Professional, Community Mental Health (Carers), Community Health & Wellbeing (Social Prescribing/Lifestyle Advice) and Carer Assist ensuring your team quickly and effectively transfer customers to the service they require including programming and producing performance reports form our digital telephone system
- Work proactively promoting and assisting carers to access and become confident users of digital resources to enable them to help themselves, including booking virtual support appointments using a variety of platforms including Teams, Zoom, WhatsApp
- Manage the Carers Emergency Cards and Datalink pots service including adding data to reports
- Manage the co-ordination of all course/training bookings and record on the CRM in an accurate and timely manner
- Engage and support carers to book their own training via the website, provide reminders and follow up calls to build confidence and nurture attendance. Support Carers with transport, replacement care/sitting services and venue arrangements
- Champion the importance of GDPR, data protection ensuring appropriate client consent when taking referrals and processing data across all the digital platforms
- Manage and ensure that all out-going referrals are made in a timely manner and all are GDPR compliant - CareFree, Refernet etc
- Work with the Marketing & Comms team to undertake mail shots, distribution of Caring News and promotional materials
- Contribute to service evaluation through the design, issue, digital recording and evaluation of surveys and questionnaires

People
- Provide effective and supportive line management to the Customer Service Assistant, Volunteers and Apprentice
- Recognise and value volunteers working within the Hub team to include the supervision of nominated volunteers within the Customer Service Team and support the coordination of volunteer led services

Resources
- Support with the purchase and setup of IT, telephony, and other equipment
- Manage company’s asset register, ensuring that all assets are issued, monitored, and maintained
- Ensure office stationery & supplies are maintained and all office equipment, printers, fax etc. are accessible and functional to include managing the corresponding budget and raising of purchase orders

Quality
- Work to ensure excellent quality, striving for accuracy and appropriate record keeping within your team across all digital platforms used within the organisation, working towards an agreed KPI with the Team Lead
- Work alongside the Management Information and Quality Lead checking CRM data for accuracy for reporting & KPI purposes

Keeping People Safe
- Manage and be the point of call for the lone working system for colleagues and raise concerns for colleagues’ safety in a timely manner
- Completion of various checks and documentation required in relation to Health & Safety checks

General
- Increase awareness of the needs of carers and recognise opportunities to promote carer services
- Contribute to service development and improvement through the identification of service gaps and, opportunities especially those

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