Customer Service Admin Team Leader - Northampton, United Kingdom - ACS Recruitment Solutions Ltd

ACS Recruitment Solutions Ltd
ACS Recruitment Solutions Ltd
Verified Company
Northampton, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Customer Service Admin Team Leader / Clinical Resource Manager

Remote - Northampton

£24,000 per annum
Our well established, national client are currently seeking a Clinical Resource Manager to join their growing team. The role is remote, however will require attendance to Northampton HQ.

Our client is seeking an experienced manager including people and customermanagement, with time and diary management and willingness to travel.


Within this role, you will be required to manage the end-to-end immunisation process within SLA, support and manage the Clinical Resources Team, and escalate risk to the business to senior management.


Duties Include:


  • Proactive development and maintenance of strong relationships with key decision makers within the business
  • Understanding individual customer needs and implementing solutionbased initiatives
  • Attend regular service reviews with the CRM
  • Understand the services and requirements being delivered to each customer
  • Identify any key risks within the clients that require immunisation support
  • Maintain a consistent high level of service delivery
  • To be the escalation point for any complaints / issues internally and externally relating to the immunisation process or that the CRM requires additional support with
  • Ensure regular meetings and contact strategy is in place with all key customers requiring immunisation support
  • Work with the business to ensure customer deadlines are met
  • Occasional requirement to travel to customer meetings on an ad hoc basis, depending on customer needs / requests
  • Process flow reviews and audits implementing amendments or new processes ensuring this is effectively communicated to the business
  • Assisting the account management team with the immunisation requirements for contract renewals
  • Work with the finance team in relation to forecasting and charges specific to the Clinical Resources Team
  • Develop relationships with the procurement team discussing any concerns or proposals to improve the vaccine ordering and delivery process
  • Understand, demonstrate, and promote the Company's Genetic Code
  • Assist with induction and training of new employees
  • Manage confidential data in line with the UK GDPR
  • Contribute ideas and suggestions to continuously improve the Customer Experience
  • Set and lead the strategic direction of the business

Working Hours:

37.5 hours per week - Monday-Friday


Salary and Package
- £24,000 per annum,

  • Pension scheme 5% employee 4% employee. Employee has the option to contribute more if they wish to do so.
  • Voluntary Health Cash plan scheme
  • Eyecare voucher scheme
  • Employee Assistance Programme (EAP)
  • Access to Company Rewards and Benefits portal and interactive mental health apps such as Thrive and Zen Power.
  • Life Assurance scheme
  • Experience in a management role, including people and customer management
  • Strong communication and presentation skills must be able to communicate efficiently (verbally, in print and via the phone) to all levels of internal and external stakeholders
  • Excellent relationship management skills must be able to build and maintain relationships with senior managers, directors, and key customer stakeholders
  • Influencing must have the ability to influence key decision makers internally and externally
  • Time & Diary Management must be able to manage own time and diary, whilst working remotely across the UK, attending client meetings where appropriate
  • The ability to work under pressure and meet multiple deadlines in line with client and business requirements
  • Must be willing to travel
Ashleigh Winfield
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