The Customer Experience team at Barchester Healthcare has a great opportunity for a Customer Service Manager to join their team. The role involves managing the performance of their outsourced customer service contact centre team, as well as handling online reviews and social media customer contact. The successful candidate will be responsible for driving performance, ensuring high-quality customer service, and leading continuous improvement initiatives.
Main duties of the job
As a Customer Service Manager, you will be responsible for driving the performance of the outsourced customer service contact centre team, ensuring they deliver a high-quality service and meet KPIs and SLAs. You will also manage online reviews and social media customer contact, ensuring a consistent brand tone of voice and premium customer experience. The role involves leading a team, providing feedback and coaching, and identifying opportunities for process and cultural improvement.
About us
Barchester Healthcare is one of the UK's leading healthcare providers, with over 250 care homes and hospitals across the country. The company is rapidly expanding, with a successful new builds program that will see 10 new homes opened each year for the next three years.
Job responsibilities
The Customer Experience team has a great opportunity for a Customer Service Manager to join the Barchester family. You will be responsible for the performance of our outsourced customer service contact centre team, as well as a small internal team managing online reviews (Google and CHUK reviews) and all social media customer contact. The role involves working remotely with monthly visits to Newcastle and London.
As a Customer Service Manager, you will drive the performance of the contact centre via various channels. You will lead effective, empathetic customer communication and solve complex issues with support from stakeholders. You will oversee the service performance of the outsourced customer care team to ensure KPIs and SLAs are achieved and high service quality is maintained. Additionally, you will identify trends and opportunities for process and cultural improvements to enhance service levels.
Barchester Healthcare is the second largest healthcare provider in the UK, with over 250 care homes and hospitals. With a successful new builds program, we are expanding rapidly, opening 10 new homes each year for the next three years.
Role and responsibilities include:
* Ensuring the outsourced Customer Care Team delivers performance and high-quality service
* Driving performance at the Contact Centre focused on commercial opportunities, reducing waste calls, and focusing on admissions to increase occupancy
* Reviewing calls and providing feedback and coaching to team members to improve quality
* Ensuring optimal use of the ConneX CRM system as the main contact point
* Managing online reviews and social media customer contact, ensuring comments align with BHC tone of voice and support a premium service
* Collaborating with third-party companies to ensure IVR systems are effective
* Monitoring and reviewing team performance, recognizing contributions, providing feedback, and managing performance issues
* Supporting team development and leading initiatives for continuous improvement
* Supporting and improving the customer relationship management system to foster trust and meaningful conversations
Required skills and experience
* Ability to write in line with brand tone of voice and meet minimum standards
* Exceptional customer complaint handling and difficult conversation skills
* Experience in customer journey mapping, especially in contact centres and complaints processes
* Attention to detail and workload prioritization skills
* Self-motivated, target-driven, and creative thinking abilities
* Experience managing a larger team to deliver results and provide outstanding, premium care
Salary: £36,000 per annum
Additional benefits include:
* Generous car allowance of £6,500
* Annual bonus
* 25 days holiday plus bank holidays
* Life cover
* Retail and leisure discounts
* Confidential counseling and legal services
Job code: 7766
Person Specification
Qualifications
* Experience in handling customer complaints and difficult conversations effectively
* Customer journey mapping experience in contact centres and complaint processes
* Strong attention to detail and workload prioritization
* Self-motivated and target-driven
Disclosure and Barring Service Check
This role is subject to a Disclosure and Barring Service check, as it involves working with vulnerable populations and handling sensitive information.
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