Customer Support Team Leader
5 months ago
**About The Role**:
**Customer Support Team Leader**
Can you lead a team to deliver exceptional customer service?
Are you flexible and adaptable to assist where needed?
Would you like to work for a high performing organisation that works in the heart of the NHS and whose People Vision is for you to be the best you can be?
Would you like to be part of building our Apprenticeship Scheme, support our Foundation Bay and other projects within the Service Centre?
NHS Professionals National Service Centre - supporting Bank Members, every day of the year, every hour of the day. We are proud to support and put people in places to care, and if you are looking to be part of a great team in this exciting environment, we really want to hear from you
Shift working rotations between 06.30 and 22.00 including weekends.
Role Summary:
Provide support to Team Leaders and Operation Managers to lead a team of Customer Support Advisors who are responsible for providing an outstanding, proactive customer experience through a variety of contact channels, measured by KPI’s. The National Service Centre is a fast-paced environment that requires management in real time to provide both the customer and the advisor with the support they need. The key to success will be putting the customer at the heart of every decision, working collaboratively with the advisors and support teams to identify trends and introduce ideas for improvement. Success in this role is for the customer to receive a friendly and simple solution on first contact and the team to work in a culture that is supportive with regular coaching feedback and development opportunities.
**Responsibilities**:
- Leads a team environment that supports and encourages learning and development.
- Engages in conversations with all team members regarding their role development.
- Be that go to person for team leaders and operation managers when assistance is required.
- Takes the time to help team members to learn from their successes and failures, recognising great performance and areas.
- Works with others to help identify and develop new and innovative ways of working.
- Keeps colleagues and customers motivated and engaged in changing times, helping them to understand the new ways of working, promoting the benefits.
- Understands NHSP's vision and can explain it to others.
- Identifies and clearly communicates the performance requirements for the team, being accountable for them.
- Works in partnership with other teams to streamline and remove duplication of work, seeking common aims to remove any barriers to collaboration
- Monitors and manages KPI's with regular feedback.
- Previous Team Leader experience within a service centre environment.
- Flexible and adaptable with a can-do attitude.
- Communicates with confidence varying style and pace to fit the situation.
- Makes time for team members, getting to know and understand them as a person.
- Acknowledges recognises and utilises the strengths of team members.
**About Us**:
**In return for your commitment, we will offer you some fantastic benefits**:
- **Generous annual leave allowance** - 27 days per year, plus bank holidays
- **A commitment to talent management & development**:
- **Star of the Month** - Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win £100 worth of shopping vouchers
- **Pension** - We’ll contribute up to 10% towards your pension if you join our stakeholder pension scheme
- **Life Assurance**:
- **Group Income Protection**:
- **Wellbeing Programme**:
- **Employee Assistance Programme**:
- **Employee Engagement & discounts platform**
**About Us**:
NHS Professionals (NHSP) run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS.
We are particularly proud of being the first NHS organisation to gain the accreditation of **Top Employer** by the Top Employers Institute. This is a huge testament to our ongoing commitment to making NHSP a great place to work for all our corporate employees.
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