As a Customer Services Team Leader, you will take pride in working closely with both your staff and customers to address their queries, ensuring exceptional communication is at the heart of achieving outstanding customer satisfaction.
You will lead a team of staff, showcasing strong leadership skills to inspire, motivate, and engage your team effectively. Alongside fostering a collaborative and productive environment, you will prioritise operational tasks and ensure the seamless execution of daily operations across assigned services.
You will hold key operational responsibilities and rotate through various areas within Customer Services, ensuring a consistently high-quality service is delivered to the Trust and its external customers.
Staff Management
* Responsible for the day‑to‑day management of the team and ensure that staff are managed in line with Trust Policies.
* Provide leadership to the team acting as a positive role model at all times.
* Assist Service Leads to recruit, induct, develop and support the team delivering the required services.
* Supervise the workload of the team on a day‑to‑day basis, allocating team members to optimise service provision and administrative support across the hours of the service.
* Review and report on staff performance with individuals to set clear standards and objectives, identifying training and development needs as well as performance/conduct issues as appropriate.
* Motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care.
* Log all staff requests for annual leave or special leave with the Supervisor/Manager, first checking the rota’s to ensure adequate coverage.
* Update mandatory training records for all staff and ensure staff complete their training in a timely manner.
* Ensure that the Trust’s HR policies are adhered to within the department.
* Be fully conversant with all call centre applications, enable staff to problem‑solve and fully train members of staff to progress.
Operational Management
* Administer the daily running of the service including dealing with any problems as and when they arise and ensuring appropriate solutions are put in place.
* Ensure resolution of enquiries and complaints at the earliest possible opportunity; if unable to resolve, then escalation to the management team.
* Ensure that the services are fully resourced and maintained at all times.
* Undertake any administrative tasks and other duties as appropriate, assisting the management team with office duties as necessary.
* Ensure the team follows established procedures for each service request, including logging, processing and progress‑chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
* Influence the achievement of Key Performance Indicators by managing resources appropriately.
* Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement.
* Escalate issues and make recommendations to the Operations Supervisor (band 5) and Service Improvement Lead (band 6) for service improvement.
* Implement suggested service improvements to the satisfaction of internal and external customers as instructed by the management team and in line with their plans.
* Ensure staff follow and implement service and Trust policies, providing suggestions for improvement where required.
* Maintain SLA and key performance data and provide reports on the service delivery.
* Attend performance review meetings monthly and present data to the management team.
* Produce, collate and analyse statistical information on a daily basis to assist in evaluating the efficiency of the team and informing resource allocation and service improvements.
* Control stock and ensure adequate supplies are maintained.
* Report any system faults to the Senior Management Team immediately.
* Assist in a major incident if required, giving staff clear direction and instructions.
* Issue bleeps & pagers and ensure information is current & available for switchboard staff.
* Ensure all broken bleeps and pagers are sent to supplier for maintenance; keep accurate records and ensure equipment is returned in a timely manner.
* Ensure telephone directory updates are actioned.
* Participate in a rotating rota, including weekends and Bank Holidays unless otherwise agreed.
What We Offer
* The NHS Pension Scheme - one of the most generous and comprehensive in the UK.
* Interest‑free season ticket loan.
* Long‑term service awards.
* Subsidised on‑site nurseries and childcare vouchers.
* A comprehensive staff health and well‑being programme, including ride‑to‑work scheme.
* Employee assistance programme.
* Free stop‑smoking service.
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