Team Leader - Liverpool, United Kingdom - Bullen Healthcare

Bullen Healthcare
Bullen Healthcare
Verified Company
Liverpool, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description
Contact Centre Team Manager


Reporting to:


Senior Customer Service Manager Function:
Contact Centre

Salary:
TBC

Hours: 37.5 hours

The Company


Bullen Healthcare was established in 1858 and is a four generation, family run company dedicated to the provision of Stoma, Urology and Advanced Wound care products to customers throughout the UK.

We provide a fully bespoke and personalized home delivery service supplying an extensive array of products listed within the NHS Drug Tariff.

Our 150 year history has taught us how important it is to ensure that all of our customers receive the highest level of service possible, and we recognize that our employees are of fundamental importance to our continuing success.

We operate an open door policy in the business and encourage employees to raise any concerns they have informally.


Job Profile


To lead and develop the team to meet targets set through management of KPI's and inspiring the team to live the Bullen Healthcare Group Ltd values - Trust, Respect, Innovation, Collaboration and Excellence.


  • Maintaining and improving departmental performance, to meet the requirements of the business;
  • To deliver excellent customer service through driving individual team member performance, in line with company policies, processes and procedures;
  • Delivery of coaching and feedback in line with quality benchmark;
  • Ensure SLA met for all business lines through management of bridge and the Shoretel telephony system;
  • Realtime management and scheduleadherence of team;
  • Identify training development needs and coach and develop the team to deliver to the best of their potential;
  • Drive Employee Engagement programme and show commitment to values and behaviours;
  • Liaise with other departments within the business and work with key stakeholders if policy and process are broken;
  • Adhoc duties as requested by your line manager that may fall out of your responsibilities from time to time.

Skills & Experience

  • Impressive, demonstrable track record and skills/experience gained within a contact centre
/ service provider;

  • Strong leadership/team management skills and experience. Ability to deliver high impact performance coaching and feedback;
  • Credible and confident communicator (written and verbal) at all levels;
  • Able to deal with internal and external stakeholders at all levels whilst maintaining confidentiality;
  • Excellent organisational and time management skills, with the ability to multitask, prioritise and work to deadline, using own initiative;
  • Strong analytical and problem solving ability. Identify and provide development opportunities for individuals;
  • Proficient in the use of Microsoft Office packages, especially Excel, Word and Outlook;
  • Able to demonstrate resilience and flexibility in a demanding and fast paced environment;
  • Act as an escalation point for complaints, providing support to Customer Service Advisors.

Competencies Demonstrated in the following areas

TEAM WORK
Works collaboratively with others to achieve group

business goals and objectives; whilst treating others with dignity and respect. Maintains a friendly demeanour, values their contribution of others.

Contact Centre Team Manager


LEADERSHIP
Demonstrates an ability to drive performance through effective leadership. Motivates, inspires and gains support from others through mutual trust and respect.


CUSTOMER FOCUS
Fosters an environment in which customer satisfaction is valued and delivered; continually strives to improve the customer journey.


EFFECTIVE COMMUNICATION
Listens to and delivers information using appropriate medium and adapts communication style to the targeted audience; encourages open communication.


STRATEGIC AWARENESS
Sees the bigger picture and demonstrates an in-depth knowledge of how their role supports the business shared goals.


PLANNING & ORGANISING
Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective.

Sets priorities, goals and timetables to achieve maximum productivity.


Job Types:
Full-time, Permanent


Salary:
From £25,000.00 per year


Benefits:


  • Casual dress
  • Company events
  • Company pension
  • Cycle to work scheme
  • Free flu jabs
  • Free parking
  • Onsite gym
  • Onsite parking
  • Referral programme

Schedule:

  • Day shift
  • Monday to Friday
  • No weekends

Supplemental pay types:

  • Bonus scheme
  • Performance bonus
  • Yearly bonus

Work Location:
One location


Reference ID:
Team Leader
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