Customer Service and Administration Team Leader with considerable experience of working as part of an administrative/customer fac.....
Customer Service and Administration Team Leader with considerable experience of working as part of an administrative/customer facing team, providing supervision and/or coaching of colleagues, with excellent planning and organisation skills is required for a well-established health consultancy company.
SALARY: £21,976 per annum + Benefits
LOCATION: Fully Remote/Home-based
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 37.5 hours per week, Monday to Friday 8.00am – 6.00pm
JOB OVERVIEW
We have a fantastic new job opportunity for a Customer Service and Administration Team Leader with considerable experience of working as part of an administrative/customer facing team, providing supervision and/or coaching of colleagues, with excellent planning and organisation skills.
Working as a Customer Service and Administration Team Leader you will work as part of a high quality and performance driven Customer Service team, undertaking all customer service tasks required to achieve client SLAs, meeting data handling protocols and performance expectations.
As Customer Service and Administration Team Leader you will be responsible for the day to day allocation of work across the team, ensuring potential issues are flagged up quickly and solutions applied to avoid a drop in service levels.
The Customer Service and Administration Team Leader will act as first escalation point for all team queries and will support the Customer Service Manager with investigations into client complaints.
APPLY TODAY
If this job looks like your ideal position, then please send in your CV as soon as possible for our Recruitment Team to review.
DUTIES
• Allocate cases on the Daily Task List, and actively monitor throughout the day, so that all are cleared/actioned by the team within necessary deadlines to achieve SLAs
• Support in ensuring daily team KPIs are met by identifying potential backlogs/issues and taking action to address these immediately
• Provide advice and direction to CSAs so that revenue and cost saving opportunities are maximised across all clients
• Consider the use of Network Clinics when own clinics or TIMA option is not suitable, presenting recommendation to the Customer Service Manager for approval
• Ensure all invoices and revenue tasks are matched to cases on a daily basis
• Ensure that team achieve all closing KPI measures so that WIP cases remain within targets
• Buddy with CSAs to provide supervision and coaching as identified and directed by the Customer Service Manager and Quality & Training Lead
• Promote continual improvement within the team by contributing ideas, resolutions and initiatives and encouraging others to do the same in order to prevent issues, respond to client feedback and improve services
• Support with investigations and responses to first level complaints and data breach cases. Where required, undertake follow up actions to resolve
• Participate in daily and weekly team meetings, contributing information on performance, priorities, process changes and business developments as required
• Take responsibility for own development and continually demonstrate agreed management and leadership values
CANDIDATE REQUIREMENTS
• Considerable experience of working as part of an administrative / customer facing team in a performance driven environment
• Able to demonstrate experience of providing effective supervision and/or coaching to support the development of colleagues
• A proven track record of highly effective work allocation by assessing priorities and maximising use of available resources
• Must be PC literate in the following packages: MS Excel, MS Outlook, MS Word
• Excellent customer service skills
• Planning & organising skills
• Able to delegate effectively with clear direction and follow up
• Able to make decisions that balance customer service with commercial impact
• Excellent interpersonal skills
• Strong communication skills both verbal and written
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P11097
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