Customer Services, Team Lead at Hartwell Hospital

Job brief

We are looking to recruit a Customer Service Team Leader. Reporting to the General Manager, the role will be responsible for driving service improvement by working with Operational and Medical Teams to proactively identify and resolve patient management.

Responsibilities

• To ensure the full implementation of the Customer Services strategy across the business.
• To ensure that the Customer Services function operates effectively and that the functions’ activities are aligned to departmental and Company objectives.
• To ensure the accurate processing of HMO processes and requests.
• To ensure that all patient enquiries are satisfactorily managed, resolved and closed within agreed timescales.
• To ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customers.
• To represent the Customer Services function as an active member of the Senior Management Team.
• To actively promote and manage the process of continuous improvement in Customer Service standards within Call Enquiries and Order Processing.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Participate and contribute to relevant management meetings.
• Promote effective communication throughout all levels of the Customer Services function.

Requirements

• Excellent organisational skills
• Excellent written communication skills
• Confident communicator
• High level of accuracy and attention to detail
• Numerate
• Good working knowledge of Microsoft packages and CRM systems.
• Democratic management style
• Experience of managing a busy customer service team
• Experience of training, developing and mentoring new staff
• Experience of developing and refining processes to improve efficiency and the experience of customers
• Proven ability to develop, collect and monitor appropriate KPIs to drive improvements in customer service and to support resource planning
• Proven ability to priorities your own and team workloads to meet customers’ requirements.