Team Leader

    Reporting To: Customer Service Manager

    Contract Type: Permanent - 37.5 hrs per week, rota with on-call responsibilities

    Closing Date: Sunday, October 31, 2021



    To be responsible for the smooth running of the customer service functions and to support the Customer Service Manager, to deliver the operational service levels by managing teams performance. To be responsible for monitoring performance of team members including absence, misconduct and capability in conjunction with HR where required. To ensure internal and external KPI’s are achieved consistently and reporting accordingly to document.


    I. To meet and exceed service delivery levels in the customer service area measured by a strict set of external KPI’s

    II. To meet and exceed service delivery levels in the customer service area measured by internal KPI’s

    III. Promote customer first within department and working with other departments to achieve this

    IV. To work with the quality department developing feedback or complaints procedures for customers

    V. To analyse statistics or other data to determine the level of customer service your team is providing

    VI. To develop and train to ensure a high standard of customer service

    VII. To investigate and solve patient/customer queries/complaints that have been escalated by customer service agents and cascade through business where necessary

    VIII. Set guidelines to ensure that re-occurring issues are rectified and process are put in place to prevent re-occurrences

    IX. To take ownership and accountability of recruitment, appraisals and staff development

    X. To support, coach and mentor team members

    XI. To take ownership and accountability of staff absence, misconduct and capability XII. To provide support to other areas of the Customer Service department when required


    i) It is expected that all Customer Service Team Leaders will be multi-skilled across all aspects of the contact centre prior to the appointment to Team Leader

    ii) To ensure consistency amongst Team Leaders, it is essential that all team leaders work as a team of leaders

    iii) To ensure the smooth running of the contact centre it is essential that Team Leaders have the ability to adapt to cover the role in any of the departments. This will ensure consistency and a professional approach


    The post holder will be required to travel to external meetings on occasion

    Contact info

    Registered Office Address:

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

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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