IPRS Health are an award-winning, APPTS accredited provider of Physiotherapy and Mental Health Services, putting patients at the heart of everything we do, ensuring a smooth and successful journey to recovery. We work for a diverse range of clients, including the NHS with our services having a huge impact into improving the lives of thousands of people every year. We take pride in our innovative approach, combining traditional treatments with new innovative methods to improve our patient's experience and results, whilst helping keep costs down for our clients. IPRS Health has an extensive in-house team of multidisciplinary clinicians which, coupled with our carefully selected and managed national clinical network, can provide a first-class service, throughout the UK. IPRS Health are an award-winning, APPTS accredited provider of Physiotherapy and Mental Health Services, putting patients at the heart of everything we do, ensuring a smooth and successful journey to recovery. We work for a diverse range of clients, including the NHS with our services having a huge impact into improving the lives of thousands of people every year. Originally solely a provider for just physiotherapy, today IPRS Health is regarded as one of the UK’s leading providers of quality corporate absence management services including: Physiotherapy CBT Counselling Workplace Services Workshops We take pride in our innovative approach, combining traditional treatments with new innovative methods to improve our patient's experience and results, whilst helping keep costs down for our clients. IPRS Health has an extensive in-house team of multidisciplinary clinicians which, coupled with our carefully selected and managed national clinical network, can provide a first-class service, throughout the UK. We are looking for an Customer Services Team Leader to add experience and leadership to a small and friendly team, with a renewed outlook on processes and procedures within the department, to help streamline the service and drive the team forward. The Customer Service Team Leader will be liaising with corporate health insurance patients. Position: This is an office based role. As the Customer Services Team Leader for IPRS Health you will be responsible for leading and overseeing a small team of Customer Service Administrators, ensuring the smooth running of all insurance and specialist services, meeting agreed Key Performance Indicators, and being an expert in the insurance rehabilitation market. Your success will help shape the future of the department and drive forward IPRS’ involvement in the Specialist/Diagnostic Services space. Responsibilities As the Customer Services Team Leader for IPRS Health, you will be responsible for leading and overseeing a small team of Customer Service Administrators, ensuring the smooth running of all insurance and specialist services including: To recruit, develop and mentor the team in all aspects of their work and personal development To oversee the achievement and maintenance of agreed customer service levels, business KPIs and standards To plan, prioritise and delegate work tasks to ensure proper functioning of the department To ensure the necessary tools are available to provide a quality customer service delivery, and if not submit a full proposal justifying additional tools To monitor and ensure accuracy of reporting and database information, including invoicing To manage all non-clinical aspects of the insurance services on a daily basis To work with the Senior Team Lead, and Service Delivery Manager to organise the clinical support required by non-clinical staff with an aim to ensure a seamless patient journey To assist the Senior Team Lead and Service Delivery Manager in reviewing and interpreting monthly statistics and monthly Management Information in order to monitor operational quality and performance To assist the Senior Team Lead and Service Delivery Manager in analysing key service tasks with an aim to produce accurate and reliable capacity analysis information to identify service staffing needs To contribute to IPRS Health’s business strategy by supporting the development of new business and the retention of current contracts. To work with the Senior Team Lead and Service Delivery Manager to perform regular service audits with a key focus to provide quality assurance across the Insurance Service Team To manage and oversee the referral process of all specialist and diagnostic appointments within agreed Key Performance Indicators To liaise and build relationships with all key suppliers of specialist / diagnostic services to source the best prices and services To review and monitor all operational processes and suggest ways to improve these business processes To undertake any other duties compatible with the grading of the post, as required Requirements: Who We Are Looking For Anyone and everyone is welcome to apply to work for IPRS Health. All our teams have a mix of backgrounds and experience but with one thing in common, the drive to help people recover. We are looking for our new Insurance Services Team Leader to be a team player, adaptable, and to be motivated to contribute to helping thousands each year. Who We Are Looking For Anyone and everyone is welcome to apply to work for IPRS Health. All our teams have a mix of backgrounds and experience but with one thing in common, the drive to help people recover. We are looking for our new Customer Services Team Leader to be a team player, adaptable, and to be motivated to contribute to helping thousands each year. To be seriously considered for this role, please have the following: Education and Qualifications: (E) Essential (D) Desirable Qualifications: Minimum of 6 GCSE/O level passes A-C or equivalent, including English and Maths (E) Experience: A minimum of three years customer service experience (E) Experience of working as a Team leader in a customer service contact centre / team (D) Experience of dealing with medical professionals and patients (D) Experience of using various Microsoft programmes and databases (E) Knowledge of performance reports and analysing statistics and management by KPIs Experience of resource and capacity management within a customer service / contact environment (D) Skills: Ability to lead, coach, train and motivate whilst still keeping focused on quality and productivity, driving performance through KPI’s Ability to identify and implement ways to improve customer service functions Clear and concise written and spoken communication skills Attention to detail and the ability to record information accurately Ability to analyse statistical information and make recommendations on outcomes Ability to communicate effectively with internal and external customers and provide excellent customer service Ability to analyse problems, come up with effective solutions and implement these Ability to make decisions quickly Ability to plan and organise workloads effectively Ability to prioritise and meet relevant Key Performance Indicators in a demanding environment Ability to work on own initiative with minimal supervision in a proactive manner Team worker who is flexible and has a positive attitude to learning and self-development Other information: Salary£30,136 Hours40 hours per week LocationOnsite IP6 0FU Other benefits include: Flexible Working Professional Development Opportunities Employee Assistance Programme including free confidential counselling High-street discounts 25 days’ annual leave plus 8 days’ bank holidays; increasing with completed years’ service & opportunity to purchase additional leave Moving Day Leave Membership of the Company pension scheme Recruit a Friend bonus scheme – up to £1,500 Environmental Initiatives Westfield Health Cash Plan Free Eye Tests every 2 years Free annual Flu-Vaccination