Customer Service Team Leader - London, United Kingdom - CardioScan

CardioScan

Verified Company

London, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Us
CardioScan is a global cardiac data and analysis company.

We provide cardiac data and reporting to primary health practitioners in ten countries, including Australia, the US, the UK and across Asia.

We deploy cardiac equipment into the field, collect heart data and provide analysis to our customers with the upmost focus on accuracy, quality and speed.

We want to put the right data in the hands of those who need to make the decision, in a time of need.

We combine leading equipment with outstanding people and innovative software to ensure a focus on the customer and ultimately, their patient.

Our BeatBox Cardiac Management Platform has been built from the ground up with a focus on efficiencies and security in mind.

BeatBox is at the core of all our global operations with 5000+ users globally, reporting over 1M tests a year, with over 8000+ devices in the field.

CardioScan has developed a new cardiac diagnostic standard in the UK by:

Conducting a fast remote Holter service directly to the patient's home in accordance with patients' preferences;
Advocating multiday Holter diagnostic to generate a more robust clinical results for patients and simplified cardiac operations for hospitals;
Triaging patients for a home or hospitalbased service to adapt the clinical diagnostic to patients' preferences;
Generating clinical, patient preference and operational data to define the new diagnostic standard.

CardioScan continues to innovate on behalf of our global customer base to provide a technology led, cardiac reporting service.

As the benefits of our new technology compound, we are always looking for outstanding people to join our organisation to bring our customers on the journey with us.

About the role

We're looking for an experienced Customer Service Team Leader to manage a team of high performing Patient Laision Officers to ensure the highest quality customer service is delivered at every patient interaction.

You will be a leader that inspires and motivates a team to deliver superior customer service while achieving team performance targets and UK business objectives.

Working alongside the COO and leadership team, you will play a pivotal part in delivering the operational strategic plan.

You will be passionate about engagement, continuous improvement, development of the team and understand the huge part this plays within their role and the overall success of our business.

This is a full time, permanent role based in our Hammersmith office. Monday - Friday, 9AM-5PM

Key responsibilities:

Review statistics and reports on day to day operations and make recommendations to optimise the team's efficiency
Follow processes and procedures to make sure that available resources are used efficiently
Work closely with other departments such as Logistics, Sales and Account Management to solve customer queries
Being a point of escalation for complex queries, supporting with customer escalations when required
Help to create and maintain an effective and positive working environment
Focus on delivering the team and departmental KPI's daily and ensure continuous tracking of KPI targets and implement strategies within the team on how to achieve these.
Manage tasks and projects with a datadriven and holistic approach.
Support in the recruitment of new Patient Liaison Officers as the team expands
Be responsible for the training and support of new and existing team members
Work with other Senior team members to ensure the sharing of knowledge, skills and best practice
Set the standards for the team to follow
Ensure that our customers are kept pleased and satisfied at all times by providing prompt responses and solutions
Take responsibility for the team's schedule including operational work hours, holiday and sick leave; creating and maintaining schedules to ensure optimal coverage across the support team.
Work closely with HR on all aspects of people management including, recruitment, absence management, attrition, and disciplinary meetings
Represent the company brand by being the patient champion, responsible of the overall patient experience
Works as one team to drive and support company culture

About you:

Experience in a team leader role within a customer service or call centre environment for 2 or more year.
Be highly motivated with exceptional interpersonal skills, able to build relationships at all levels but especially with key decision makers and influencers
Strong leadership and management skills
Good coaching skills with experience in giving feedback to team members to motivate, engage and improve performance
Excellent organisational and time management skills

- "Customer First" mentality, with an understanding how to maintain customer satisfaction whilst balancing business requirements