Job Title: Customer Service CoordinatorStarting Salary: £30,559 progressing to £33,366paHours: 37 hours per weekLocation: Mundells, Welwyn Garden CityContract Type: PermanentDirectorate: Adult Care Services About the team Hertfordshire Equipment Service (HES),support the whole of Hertfordshire residents who have been discharged from hospital to live at home with the support of our equipment. It supports residents to stay safe and independent in their own home to make life easier. This is an opportunity to work across all areas of an established ACS department. You will lead a busy customer service team where the workload is varied and fast paced and will be making decisions to ensure that we fulfil our service delivery to all Hertfordshire residents. About the role Main Responsibilities You will supervise Customer Service Administrators. Line performance manage the team following HCC policies and procedures. You will ensure that staff action all received orders, monitor the team so that all tasks are completed correctly, processed, scheduled, and delivered within the required KPI window. You will ensure the implementation of required processes and procedures for the team of Customer Service Administrators, so that such processes and procedures are robust and auditable. You will liaise with managers to review telephone call handling statistics and make necessary changes to processes or staffing to improve telephone response rates and identifying further training needs. The role requires you to be the main point of escalation for all complaints from clients or prescribers. Investigate issues and provide resolutions on all correspondence. Update Business Team on all complaints received so that they can be entered into the HCC database. You will be expected to undertake day-to-day supervisory activities within HCC clear set guidelines to ensure that orders, queries, bookings and collections are dealt with in a timely fashion. You will be required to deal with staff performance and all HR related tasks, escalating where necessary to senior management. Knowledge of tracking sickness, conducting capability reviews, disciplinaries, Personal & Development Plans, Personal Improvement Plan, identifying staff training needs and upskilling where required. Ability to identify team members valuable experience and knowledge to mentor other colleagues to widen the whole teams’ performance. You will be required to actively problem solve issues that arise due to staff shortages. Working closely with the Fleet Operations Officer to re-route existing planned work and proactively make good service delivery decisions. You will be responsible for prioritising HES Urgent Needs Service to ensure that delivery of equipment is achieved within strict KPI targets. The duties and responsibilities listed above describe the post as it is at present but is subject to change to meet service needs. About you Essential Experience of managing a team of at least 6 staff for a period of 12 months Experience in working proactively within a role to address everchanging day to day activities of the department Excellent Customer service skills and the ability to deal with complaints and escalations Good Communicator Able to train staff Able to support staff Forward thinking Positive approach with a "can do" attitude Sound knowledge of IT including Microsoft Word, Excel and Outlook Eye for detail and a methodical approach to work Ability to work under pressure, to be able to prioritise personal and team workload Ability to form proactive relationships with social care professionals adopting a flexible approach to solving problems presented by these colleague. This job role is within the Community Services, level 8 job profile. Please locate this via: Interview Date: TBC How to apply As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences. Additional information Disability Confident We are proud to be a disability confirdent employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post. English FluencyThe ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required).