Customer Service Supervisor

**Role: Customer Services Supervisor**

**Location: York**

**Hours: 37.5 hours per week (Hybrid Working)**

At **Onebright**, we connect individuals with outstanding therapists, providing every person with the best mental healthcare. Our mission is to create a brighter tomorrow by providing easy access to personalised, life changing mental health support.

We are committed to providing every person with the best mental healthcare, through our expert clinicians and we combine evidence-based therapies through a world-class clinical team, using cutting edge digital technology, to support over 40,000 people a year.

We believe that everyone should have access to the right mental health treatment, wherever and however they need it. Already the biggest provider of outpatient mental health care in the UK, we are on a journey to become the leading mental health provider internationally

The Client Liaison team is the first contact clients have with our busy service. A key part of the **Customer Services Supervisor (Or Client Liaison Team lead)** role will be the day-to-day management of the team to deliver against performance metrics whilst supporting and driving their development; uplifting team skills and capabilities, driving a culture of continuous improvement and personal development. You will have a service mindset to ensure delivery to internal and external stakeholders including patients, clients and Therapists.

**Responsibilities**:

- Continuously improve the delivery of customer care and service to ensure that quality of service is to a high standard.
- Deliver to KPI’s and SLA’s, undertake quality reviews working closely with the complaints/QA team.
- Identify process improvements, provide solutions and implement change.
- Seek to improve ‘the way we do business’ sharing best practise and developing proposals.
- Support internal audits - some of which may include SLA audits, call recording audits etc.
- Effectively manage the team through regular meetings including 1-1’s/ personal development reviews/team performance meetings.
- Support the Operations Manager as required and provide cover in their absence where required.
- Analyse reports and management information to improve delivery of customer care and service. Sharing your findings with the relevant teams and individuals.
- Develop plans to prioritise, organise and accomplish business goals and objectives
- Establish and maintain interpersonal relationships, develop constructive and co - operative working relationships with colleagues and referrers
- Provide a practical hands-on approach to problems encountered whilst employing critical thinking to understand the impact of potential solutions
- Ensure effective allocation of tasks amongst the team, including new referrals, call backs, consent, reallocations etc.
- Training new starters and providing ongoing support/guidance to the teams
- Answering and making calls (warm leads) and converting into booked appointments.
- Maintaining the practice management software (EMMA) for all clients.
- Recording and updating all activity on various Management Information systems.
- Liaising with therapists to find suitable appointments for clients.
- Liaising with the Clinical Governance team to support timely handling of clinical matters such as case reviews, reports and queries.
- You will be expected to attend the office for up to 3 days each week and spend time with your team when operating remotely.

To be successful in the Customer Services Supervisor role you will need to posses the following attributes and experience:

- Prior experience of managing and leading teams
- Great attention to detail with an ability to monitor activities of the team
- Ideally experience within a contact centre service and sales environment.
- Proven customer services skills with a strong track record of performance.
- Involvement and experience delivering projects would be advantageous.
- Proficient in IT systems including Microsoft office and comfortable with CRM packages.
- Excellent verbal and written communication skills with evidence of successful customer interactions.
- Experience of working in fast paced organisation.
- A team player, able to adapt effectively to changing business needs
- Self-motivated, with the ability to use time effectively to prioritise, plan and organise workload to meet the needs of the business on a day-to-day basis
- Confident to build relationships quickly and manage objections

Additional Information:
**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: Hybrid remote in YORK