Customer Service Team Leader

**Job Title**: Customer Service Team Leader

**Location**: Stoke, ST4 4DB

**Salary**: £23,000 - £27,000 dependent on experience

**Contract Type**: Permanent

**Hours**: Full time, 9am - 5pm, Monday to Friday

**About Us**

The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.

Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey.

**Role Summary**

The Customer Service Team Leader is responsible for ensuring we deliver a quality customer experience to our clients. The role is focussed on ensuring the team meets its internal quality and productivity targets consistently achieving client KPI's.

**Main Duties and Responsibilities**
- Provide leadership, motivation and support to a defined team of administrators
- Ability to meet KPIs in a challenging environment
- Carry out line management tasks including managing appraisal, performance monitoring, attendance, conduct, communications, ensuring fair and equal treatment at all times
- Ensure team compliance with all relevant OH Assist Ltd policies
- Ensure there are robust performance metrics in place for the team and each individual to enable effective performance management and demonstrable contribution to OH Assist business objectives
- Provide management reports on team performance to stakeholders as required
- Carry out administration tasks to support client delivery as and when required to do so:

- Deal with all clients calls in a professional and sensitive manner
- Follow guidelines to ensure all calls are answered in an concise and confidential manner
- Call monitoring and quality management in line with our customer charter.
- Support the business with escalated complaints
- Day to day workflow management of administrative and telephony volumes through real time management
- Carry out any other tasks commensurate with your level of responsibility as required by your line manager

**Experience, skills and knowledge required for the role**
- Previous demonstrable experience in an administrative or customer service position, preferably in an office environment, i.e. Can demonstrate a consistent track record of delivering customer service to a high standard.
- Excellent listening skills, able to maintain a calm and professional and empathetic manner in difficult circumstances.
- Ability to work within a target orientated environment
- Excellent Customer Service skills - particularly telephone skills
- Good interpersonal skills - able to establish and build good working relationships
- Excellent organisational, analytical and problem-solving skills
- Ability to work well within a Team environment
- Able to demonstrate prioritisation skills when multi-tasking. - dealing with Administration duties while monitoring calls.

**What Can We Offer You?**
- Excellent training and development opportunities
- 25 days annual leave + Bank Holidays
- Employee discounts with big brands through Perkbox
- Eye care test vouchers
- Flu vaccination
- Buy and sell holiday scheme
- Share save scheme
- Fantastic pension scheme
- Life assurance
- Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation._