Customer Care Team Leader - Liverpool, United Kingdom - NHS Blood and Transplant

NHS Blood and Transplant
NHS Blood and Transplant
Verified Company
Liverpool, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Customer Care Team Leader


This is an exciting opportunity to lead a team of dedicated administrative colleagues responsible for the ordering, dispatch and general administration work within Tissue and Eye Services.


You will play an active role in the day-to-day running of a busy department tasked with processing large amounts of work accurately, and within agreed timescales.


This role is an excellent opportunity for someone wanting to develop their leadership and management skills, assisting with the daily running of the team, as well as supervision and monthly one to one meetings with administrators and senior advisors.


Reporting to the Customer Care Manager you will be involved in developing best practice in a department and be commited to team working and continuous improvement.


This is a very emotive but very rewarding and worthwhile role in supporting the organisation in achieving its strategy to provide tissue, ocular, heart valve and serum eye drop products to hospitals and patients on time and in full.


You will undertake an extensive induction and training programme and receive ongoing development to support you in your role and achieving your career ambitions.


Main duties of the job
In this role you will provide Business Support to the Tissues Service with specific focus on Customer Care development and sales administration


Your responsibilities will include:

  • Managing the customer care administration team ensuring that the workload is proactively managed, customer relationships are further developed and that objectives and targets are met by the team.
  • Managing the maintenance and development of relationships with existing, new and potential customers via the Customer Care team's business contact with customers (clinicians and patients).
  • Handling, reviewing and reporting on customer compliments and complaints to time sensitive deadlines.
  • Implementing and continuous improvement of the Customer Relationship Management systems (CRM).
  • Communicating with senior managers within tissue services on the business performance of the customer care team against key performance targets for all sevice lines.
  • Producing operational processes for the team and contribute to the wider development of policy within tissue services.
  • Managing staff in relation to recruitment, retention, attendance, training and induction, personal development plans and performance
  • Liaising closely with production, sales and marketing and hospital service teams to ensure effective stock management to meet the needs of customers and clients.

About You

Experience and Knowledge

  • Experience of working in a customer care environment
  • Experience of working as an Office Manager or Business Administrator or equivalent
  • Experience of working in a busy office environment
  • Experience in setting up and developing office/business administration systems electronic and manual
  • Experience in undertaking research and preparing clear and concise reports, analysis and recommendations
  • Experience in producing agendas and taking minutes
  • Experience in handling of customer/service user complaints
  • Highly proficient/ Advanced level in using Microsoft Office packages (Outlook, Word, Excel and PowerPoint)

Qualifications and Training

  • Degree in a business related discipline OR equivalent relevant experience to degree level (see Experience and Knowledge above)


Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification for the full personal attributes we require for the role.

You will need to demonstrate these throughout the recruitment process.


About Us


At NHS Blood and Transplant (NHSBT), we're incredibly proud of the many talented people who come together every day to make our organisation the very best it can be.

We have clearly defined values that are centred around offering exceptional care to our donors and their families.

We take care of each other too and we focus on building our expertise so we can change lives, provide quality support and offer fulfilling careers.


It's an opportunity to contribute to a unique team as part of a service that saves lives 365 days a year.

We offer brilliant benefits including 27 days of holiday (plus bank holidays), a comprehensive induction and training programme, and competitive pension scheme.

Three small words, one big difference -
Caring, Expert and
Quality.

Together we'll save and improve more lives than ever

The normal working hours for this role are 37.5 hours per week. Office hours are

from 8am - 6pm weekdays and 8am - 4pm bank holiday and weekends. The working


hours will therefore be between 8am - 4pm and 10am - 6pm, working across Monday - Sunday, with a day off in liue.


Please note:
this role is based at Liverpool Blood Centre, Speke on a fixed term

basis for 13 months.

Interview date(s) are to be confirmed.
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