Customer Service Manager

Reporting To: Customer Service Manager

Contract Type: Permanent

Closing Date: Friday, May 8, 2020

JOB PURPOSE

To be responsible for an essential service to patients, relatives and healthcare professionals. To be responsible for all customer service functions. Plan, co-ordinate and control the activities of the customer service team to maintain and enhance all customer relationships and meet organisational and operational objectives.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Please refer to the Person Specification.

PRIMARY DUTIES & AREAS OF RESPONSIBILITY

  • To meet and exceed service delivery levels in the customer service area measured by a strict set of external KPI’s
  • To meet and exceed service delivery levels in the customer service area measured by internal KPI’s
  • Promote customer 1st within department and working with other departments to achieve this
  • To work with the quality department developing feedback or complaints procedures for customers
  • To analyse statistics or other data to determine the level of customer service your team is providing
  • To keep accurate records of discussions or correspondence with customers
  • To lead, support and supervise a large team that operates according to location
  • To develop and train to ensure a high standard of customer service
  • To develop customer service procedures, policies and standards of work and review to ensure that it is able to achieve the ongoing departmental objectives
  • To investigate and solve patient/customer problems/complaints that have been escalated by customer service agents and cascade through business where necessary
  • Set guidelines to ensure that re-occurring issues are rectified and process are put in place to prevent re-occurrences
  • To take ownership and accountability of recruitment, appraisals and staff development
  • To support, coach and mentor team leaders
  • To be on call as and when the business requires, dealing with emergencies or staffing issues
  • To take ownership and accountability of staff absence, misconduct, capability and pay

COMMUNICATION & WORKING RELATIONSHIPS

Customer Service colleagues
Contract Managers
Human Resources Department
Field Services Team
Finance Department
Clinical & Commercial Team
Commercial Team
ICT Department

SPECIAL WORKING CONDITIONS

The postholder will be required to travel to external meetings on occasion

Monday - Friday: 9am - 5pm (with flexible approach and Out of Hours on call)

 

Contact info

Registered Office Address:

Dolby Medical Home
Respiratory Care Ltd
North Suite, Lomond Court,
Castle Business Park, Stirling,
FK9 4TU

View on Map

Registered in Scotland
No. 063902

Gatwick Office Address:

Dolby Vivisol
Southpoint, Old Brighton Road,
Lowfield Heath,
Gatwick, West Sussex,
RH11 0PR

View on Map

Follow Us


Useful links

News sign-up

By subscribing you will always be update with the latest news from us.

© Copyright 2020 Dolby Vivisol. All Rights Reserved.

To find out more about The Vivisol Group and The SOL Group click on the links here: The VIVISOL Group The SOL Group The VIVISOL Group us | The SOL Group

Our website uses cookies

Find out more about how these are used in our privacy policy.