Job Summary
This is an exciting opportunity to lead a team of dedicated administrative colleagues responsible for the ordering, dispatch and general administration work within Tissue and Eye Services.
You will play an active role in the day-to-day running of a busy department tasked with processing large amounts of work accurately, and within agreed timescales.
This role is an excellent opportunity for someone wanting to develop their leadership and management skills, assisting with the daily running of the team, as well as supervision and monthly one to one meetings with administrators and senior advisors.
This is a very emotive but very rewarding and worthwhile role in supporting the organisation in achieving its strategy to provide tissue, ocular, heart valve and serum eye drop products to hospitals and patients on time and in full. You will undertake an extensive induction and training programme and receive ongoing development to support you in your role and achieving your career ambitions.
Main duties of the job:
In this role you will provide Business Support to the Tissues Service with specific focus on Customer Care development and sales administration. Your responsibilities will include:
1. Managing the customer care administration team ensuring that the workload is proactively managed, customer relationships are further developed and that objectives and targets are met by the team.
2. Managing the maintenance and development of relationships with existing, new and potential customers via the Customer Care team’s business contact with customers (clinicians and patients).
3. Handling, reviewing and reporting on customer compliments and complaints to time sensitive deadlines.
4. Implementing and continuous improvement of the Customer Relationship Management systems (CRM).
5. Communicating with senior managers within tissue services on the business performance of the customer care team against key performance targets for all service lines.
6. Producing operational processes for the team and contribute to the wider development of policy within tissue services.
7. Managing staff in relation to recruitment, retention, attendance, training and induction, personal development plans and performance
8. Liaising closely with production, sales and marketing and hospital service teams to ensure effective stock management to meet the needs of customers and clients.
About You
Experience and Knowledge
9. Experience of working in a customer care environment
10. Experience of working as an Office Manager or Business Administrator or equivalent
11. Experience of working in a busy office environment
12. Experience in setting up and developing office/business administration systems – electronic and manual
13. Experience in undertaking research and preparing clear and concise reports, analysis and recommendations
14. Experience in producing agendas and taking minutes
15. Experience in handling of customer/service user complaints
16. Highly proficient/ Advanced level in using Microsoft Office packages (Outlook, Word, Excel and PowerPoint)
Qualifications and Training
17. Degree in a business related discipline OR equivalent relevant experience to degree level (see Experience and Knowledge above)