AJM Healthcare

Customer Service Team Leader

This job is now closed

Job summary

We are seeking to recruit an enthusiastic Customer Service Team Leader to join our team in the day-to-day running of the office whilst ensuring great customer experience is maintained throughout to our NHS wheelchair users and medical professionals within the surrounding areas. The successful candidate will showcase a first-class telephone manner with empathy and professionalism with the ability to coordinate with our clinical and logistics teams.

Main duties of the job

Key Responsibilities:

To review the weekly Customer survey reports; working in conjunction with the Customer Service Manager, ensuring targets are met
To support the Customer Service Manager to ensure that team KPIs are met continuously and taking appropriate actions to ensure they are met.
To ensure the complaints and compliments operational log is kept up to date.
To assist the Customer Service Manager in creating an environment of high performing professionals to coach, develop and motivate individuals and the team to achieve the highest standards.
To motivate and energise the team, embedding and fostering a customer focused culture within your team.
To manage resources and work volumes to ensure referrals are processed efficiently and queries are resolved within agreed timescales
To monitor and manage team and individual performance against business objectives and performance standards ensuring timely action is taken to address areas of poor performance, under achievement and risk.

About us

AJM Healthcare is a leading provider of wheelchair & community equipment services to the NHS and the Private Sector. We have over 35 years experience in these sectors and see ourselves as innovators helping increase independence, offering choice and personalisation, while delivering better outcomes. Our team provide a caring, user-centric and holistic approach that is tailored to each individual.

Date posted

11 October 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

U0026-VA906

Job locations

AJM Healthcare

Unit 5 + 6 Kingfisher Court

Kingfisher Way, Hinchingbrooke Business Park

Huntingdon

PE29 6AA

Job description

Job responsibilities

Please find attached the job description for the role of Customer Service Team Leader for further information about the role.

Job description

Job responsibilities

Please find attached the job description for the role of Customer Service Team Leader for further information about the role.

Person Specification

Personal competencies, attitudes and qualities

Essential

Patient and calm manner
Empathetic and compassionate
Excellent communication skills
Demonstrate diplomacy skills
Comfortable working in a fast-moving environment
Calm under pressure and able to use own initiative to solve problems.
Energy and enthusiasm for commitment to high customer support standards
Ability to cope with frequent interruptions
Commitment to learning and self-development
Professional self-motivated and have the ability to motivate others

Desirable

Keenness to Learn and ability to listen

Experience

Essential

3 Years supervisory experience
Management of a small team
Customer service / administration role experience

Desirable

5 years experience in customer service
Healthcare administration background
Conflict resolution experience
Experience and knowledge of NHS procedures, systems, legislation and guidance

Qualifications

Essential

GCSE English C or above
GCSE Mathematics C or above

Desirable

A levels or equivalent
BTEC Level 3 in Management
NVQ In Customer Service or Diploma in commercially related subject or equivalent

Skills and Knowledge

Essential

Good communication skills
Able to utilise a PC, Telephone, photocopier
Proficiency with Microsoft office suite

Desirable

Knowledge of HR / people management processes

Person Specification

Personal competencies, attitudes and qualities

Essential

Patient and calm manner
Empathetic and compassionate
Excellent communication skills
Demonstrate diplomacy skills
Comfortable working in a fast-moving environment
Calm under pressure and able to use own initiative to solve problems.
Energy and enthusiasm for commitment to high customer support standards
Ability to cope with frequent interruptions
Commitment to learning and self-development
Professional self-motivated and have the ability to motivate others

Desirable

Keenness to Learn and ability to listen

Experience

Essential

3 Years supervisory experience
Management of a small team
Customer service / administration role experience

Desirable

5 years experience in customer service
Healthcare administration background
Conflict resolution experience
Experience and knowledge of NHS procedures, systems, legislation and guidance

Qualifications

Essential

GCSE English C or above
GCSE Mathematics C or above

Desirable

A levels or equivalent
BTEC Level 3 in Management
NVQ In Customer Service or Diploma in commercially related subject or equivalent

Skills and Knowledge

Essential

Good communication skills
Able to utilise a PC, Telephone, photocopier
Proficiency with Microsoft office suite

Desirable

Knowledge of HR / people management processes

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

AJM Healthcare

Address

AJM Healthcare

Unit 5 + 6 Kingfisher Court

Kingfisher Way, Hinchingbrooke Business Park

Huntingdon

PE29 6AA

Employer's website

https://www.ajmhealthcare.com/ (Opens in a new tab)

Employer details

Employer name

AJM Healthcare

Address

AJM Healthcare

Unit 5 + 6 Kingfisher Court

Kingfisher Way, Hinchingbrooke Business Park

Huntingdon

PE29 6AA

Employer's website

https://www.ajmhealthcare.com/ (Opens in a new tab)