Customer Service Manager

Reporting To: Customer Service Manager

Contract Type: Permanent

Closing Date: Friday, May 8, 2020


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.


Please refer to the Person Specification.


  • 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


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


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,

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Registered in Scotland
No. 063902

Gatwick Office Address:

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

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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

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