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Customer Service Team Leader
This job has expired, and cannot be applied for.
- Posted By: Adecco - Newcastle
- Address:
- Contact: 01912221101
- Date Posted: 23rd Jul 2008
- Salary: £20-25,000
- Location: South Shields
- Reference Code: MT/CSTL
- Views Since Posting: 166
- Full Description:
Job Title: Customer Service Team Leader Reports to: Customer Service Manager
MAIN PURPOSE OF JOB
To provide an excellent customer experience to all service users, PCTs and HCPs. To effectively resolve the day to day issues within the Customer Service Department. Identify best practice and assist in the implementation, complete side by side coaching, “on the job assessments” and call monitoring of Customer Service Co-ordinators, and Customer Service Support.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Qualifications:
• Formal qualification in Customer Service or Business administration
• Numerate & Literate
Skills & Traits:
• Customer centric focussed
• Excellent communication skills at all levels both written and verbal
• Empathetic approach to all customers, identifying needs and taking action
• Build good working relationships
• Methodical and attention to detail
• Good at listening and making special efforts to solve complaints or problems
• Team Player
• Strong organisational skills
• Ability to work on own initiative
• Provide training, coaching and mentoring
• Committed to continuous improvement
Knowledge and experience of:
• Customer/patient service experience
• Experience working in a time critical service environment
• Working experience of KPI processes
• IT proficiency in Microsoft and Axapta
• Appreciation of operational supply chain activities in a service environment
• Microsoft Office Suite
COMMUNICATIONS AND WORKING RELATIONSHIPS
• To interface directly with other departments:- Planner, Operations, Business Admin, Accounts and Clinical Services to provide a problem free service
• Communicate with medical professionals to ensure patients needs are met
• Communicate with patients/carers to understand their needs with an empathic approach
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