Customer Services Team Leader

Job overview

ARE YOU PASSIONATE ABOUT LEADING A TEAM

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.

Main duties of the job

Detailed job description and main responsibilities

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.

• To 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.

• Supported by your line manager; review and report on staff performance, working 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 they are adequately covered.

• Responsible for updating 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.

• To be fully conversant with all call centre applications including having the knowledge to problem solve and fully train members of staff to enable them to progress

Operational Management

• Administer the daily running of the service including dealing with any problems as and when they arise ensuring appropriate solutions are put in place.

• To ensure resolution of enquiries, complaints at the earliest possible opportunity. If unable to resolve, then to escalate 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, and assist the  management team with any office duties that may be required, as & when necessary

• To ensure that 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.

• To monitor the changing needs of the service, liaising with internal and external customers to identify areas for initial 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. Provide 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 management team

• To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.

• Responsible for stock control and ensuring adequate supplies are maintained.

• To report any system faults to the Senior Management Team immediately

• To assist in a Major Incident if required, giving staff clear direction and instructions
• Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff

• Responsible for ensuring all broken bleeps and pagers are sent to supplier for maintenance, keeping accurate records and ensuring equipment is returned in a timely manner.

• Responsible for ensuring telephone directory updates are actioned
• Participate in a rotating rota, including weekends and Bank Holidays unless otherwise agreed