Commercial Contact Centre Supervisor
1 week ago
About the Role
The East of England Ambulance Service is seeking a highly skilled and experienced Commercial Contact Centre Supervisor to join our team. As a key member of our leadership team, you will be responsible for leading a team of contact centre staff, ensuring that all operational calls are answered promptly, and that customer processes are followed in line with contractual service level agreements.
Key Responsibilities
- Lead a team of contact centre staff, providing direction, supervision, feedback, and support to ensure excellent customer service.
- Ensure that all operational calls are answered promptly, and that the triage software is applied to facilitate the right outcome for patients and clients.
- Manage the shift, including staffing levels, service levels, and the general running of the contact centre.
- Liaise with the Commercial Contact Centre Manager to ensure the smooth running of the contact centre.
- Develop and implement processes to improve customer satisfaction and service delivery.
Requirements
- Proven experience of managing a team in a customer-facing environment.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and customers.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
- Knowledge of customer service principles and practices, with a focus on delivering excellent customer experiences.
- Ability to analyze data and make informed decisions to drive business improvement.
What We Offer
The East of England Ambulance Service offers a competitive salary and benefits package, as well as opportunities for professional development and career advancement. If you are a motivated and experienced leader who is passionate about delivering excellent customer service, we encourage you to apply for this exciting opportunity.
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