Customer Services Manager (XN04)

Job description

Job responsibilities

Responsible for provision of all aspects of customer service from preparative services to the WYAAT organisations, including processing of orders, ensuring correct transport and delivery locations, and troubleshooting any issues that arise, bringing them to a satisfactory conclusion.

Responsible for the provision of all aspects of customer service for the Leeds Pharmaceutical Store to internal and external customers, including liaising with the relevance procurement and stores teams to investigate and resolve order discrepancies and customer issues.

To act as a professional role model and develop positive relationships with key personnel.

Co-ordinate workflow for the Customer Service team, ensuring work is processed to require deadlines and urgent requests are dealt with promptly

Monitoring of turnaround times of workload processed through the customer services team, ensuring service deadlines are met

To use initiative to deal with problematic/urgent pharmaceutical orders

Participate in recruitment and selection of Junior Staff

Line manage relevant team members ensuring regular appraisal and objective setting

Ensure relevant aspects of Service Level Agreements for external customers are met

Deal with absence management and return to work interviews for staff under their line management

Provide information to the finance team to enable them to invoice external customers

Responsible for supporting the Finance and Credit Income departments by investigating and resolving queries related to invoices generated by the LTH Trust. This requires excellent analytical, persuasive and negotiation skills.

Manage the investigation and resolution of delivery and invoice discrepancies reported via Customer Services highlighted after receipt of delivery.

Responsible for error monitoring of services provided from Leeds Pharmaceutical Store and provision of analysed data to senior management.

To provide cover for the ordering of office supplies for the pharmacy store, Office and repack department.

Archiving of documentation.

Keeping records of all invoices and delivery notes with regards to issue of stock to customers.

Our values are part of what make us different from other trusts, so we see this as a strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are:

Patient-centered

Collaborative

Fair

Accountable

Empowered

All our actions and endeavours will be guided and evaluated through these values

Additionally, the following are core values which relate specifically to this post:

Core Values

Honesty

Integrity

Reliability

Respect for confidentiality

Supports and values other

Commitment to high standards service delivery

Positive attitude

Supporting of change

Uses mistakes as a continued learning experience

Empower team members, allowing freedom with accountability

Commitment to continual professional development of self & staff

Core Behaviours & Skills

Team working

Can work independently

Flexibility

Sensitive to customer needs

Can use initiative but knows when to refer to others

Can manage time effectively

Ability to prioritise their own workload and deal with unpredictable workload

Effective verbal, numeric and written communication skills

Interpret written instructions

Problem solving skills

Ability to motivate self & team

Excellent analytical and reasoning skills

Excellent interpersonal skills

Effective persuasive and negotiation skills

Inspire confidence of their ability in others and demonstrate resilience within various teams

Ability to work through complex problems and staff issues in order to suggest new ways of working

Core Knowledge & Understanding

NVQ Level 3 Customer Services/Business Administration or equivalent experience.

ECDL or equivalent IT knowledge to indicate a competency in the use of computing applications.

Previous experience in a customer focused role within an office/clinical environment preferably in a hospital setting.

Experience of working in a busy environment using own initiative to manage competing priorities.

System Administration knowledge of a similar type of system or a recognisable aptitude to carry out this type of work is an essential requirement.

Knowledge of how to work effectively with a multi-disciplinary team ensuring effective communication using methods appropriate to the individuals involved, as necessary.

Experience in managing the needs and expectations of staff, as well as skills in service development, staff development and change management would be an advantage.

Experience of dealing with a wide variety and grade of hospital and external agencies staff.

Commitment to ensure the quality of data produced from the systems meets the Trusts standard.

A dedicated individual is required, with the ability to inspire confidence in the staff they support, standardising processes where

necessary across the site.

Post holder should be quality focussed, reliable, trustworthy and committed to the role.

Commitment to data protection.

Knowledge of stock control systems and processes.

Experience to working to Standard Operating Procedures.

Experience of supervising & training staff.

Experience of dealing with problem solving Customer complaints.

Knowledge of finance, customer service and Credit Income procedures.

Knowledge and understanding of the procurement department.

Knowledge of Procurement regulations, and regulations concerning the supply of medicines to External Organisations.

Person Specification

Qualifications

Essential

• NVQ Level 3 Customer Services or Business Administration or equivalent experience
• IT qualifications or equivalent experience e.g. ECDL to indicate a good level of competency in the use of computing applications.

Skills & behaviours

Essential

• Ability to work on own initiative and as part of a team
• Excellent interpersonal skills.
• Ability to handle difficult conversations with Internal /External Customers.
• Honesty and integrity, enthusiastic and reliable, supports and values staff and colleagues, flexible/adaptable
• Commitment to high standards service delivery.
• Ability to prioritise their own workload and deal with unpredictable workload

Experience

Essential

• Knowledge of Finance, Customer Service and Credit Control procedures.
• Previous experience in a customer focused role within an office/clinical environment preferably in a hospital setting
• Experience of working in a busy environment using own initiative to manage competing priorities.
• Experience in managing the needs and expectations of staff.
• Experience of supervising & training staff.

Desirable

• Knowledge of stock control systems and processes
• Knowledge and understanding of the working of a procurement department.
• Skills in service development, staff development and change management
• Experience of developing Standard Operating Procedures

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Leeds Teaching Hospitals

Address

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)