Purpose of the Role:
The Customer Service Team Leader will report to the Customer Service Manager and be responsible for a team of Customer Service Advisors, ensuring their team process client orders whilst delivering an unrivalled customer experience.  Actively participating in the development and maintenance of an industry-leading customer service offering for the Health Care professionals and clients we support.

Key responsibilities:

• Take ownership of daily, weekly and monthly planning, prioritising the resources available ensuring the team are working effectively and efficiently
• Create and set KPI’s and objectives in order to deliver the department strategy and overall business plan
• Motivate and lead the team to deliver excellent quality and productivity ensuring clients and healthcare professionals expectations are met
• Give clear and timely direction to the team to ensure that all services are provided in accordance with current legislation / NHS guidelines and Company process and policy
• Prepare prescriptions for month end process to be submitted for payment
• Continually look for and suggest ways we can improve the service we provide to healthcare professionals and our mutual clients
• Apply flexibility in order to fulfil the requirements of the department and the business
• Support the team as needed, including inbound/outbound calls, script processing and recovery
• Provide regular support and cover when required for other Team Leaders
• Ensure customer queries are answered with an aim of first time resolution
• Understanding and utilising department reports
• Actively promote Fittleworth to internal and external customers demonstrating the Values at all times
• Advocate and adhere to all Health and Safety policies and lead by example
• Any other reasonable duties as requested by your Manger, Director or the Company Director Team in their absence
• Key holder responsibilities for opening and closing of the building

People Management:

• Highlight any training requirements and work with the Quality Control and Training Co-ordinator in order to encourage development
• Recognise talent within the team and ensure that PDP’s are in place and supported
• Continuously offer coaching and support in order to develop the team
• Conduct appraisals and monthly 1:1’s
• Hold monthly team meetings with clear agendas and outcomes
• Manage all aspects of the team’s performance by actively encouraging all KPI’s are met
• Support the team with recruitment
• Organise the team rota, monitor and manage absence, team performance and behaviours
• Lead by example in adhering to all company policies and procedures and demonstrating positive behaviours
• Ensure integrity is maintained at all times
• Responsible for driving increased employee engagement participation and results working with the other Team Leaders to implement successful initiatives

Qualities you will possess: 

• Excellent customer service skills
• Self-motivated with the determination to succeed
• Results orientated
• The ability to multi task in a fast paced environment
• Proactively collaborate with others
• Organised and good at setting priorities
• Positive energy
• Clear and concise communicator
• Team player – take decisions for the benefit of the department
• The ability to communicate to customers across a variety of platforms

Requirements: 

• Experience of successfully managing and leading a team in a service environment
• A passionate and motivated customer service professional with a proven track record of meeting results whilst delivering an exceptional service
• Demonstrated organisational and time management skills
• Computer literate with a working knowledge of MS Word, Excel, PowerPoint, and Outlook

What we offer you:

• A purpose driven culture of people driven to making a difference in people’s lives!
• Life cover from commencement at x10 your annual salary
• Day 1 an auto-enrolment pension scheme offering 2% employee contribution / 6% Company contribution
• Full pension scheme offering 3% employee contribution and a Company contribution of 8.5%
• Private Healthcare with the option to add family members at an additional cost
• Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks including; discounts across major retailers and access to an online Wellbeing Centre!
• Ride to work scheme offering savings of up to 42% on the cost of a new bike and accessories
• An Employee Assistance Programme offering a broad range of services including; GP consultation, Second Medical Opinion, Mental Health Support, Life event counselling, Get fit programme and many more
• 25 days annual leave + statutory bank holidays
• 1 day’s paid leave for volunteering each year
• 1 “Me Day” per year

All of the above are subject to eligibility in line with further scheme details