About the team
Hertfordshire Equipment Service (HES) supports the whole of Hertfordshire residents who have been discharged from hospital to live at home with the support of our equipment. It enables residents to stay safe and independent in their own home.
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, making decisions to ensure that we fulfill our service delivery to all Hertfordshire residents.
About the role
Main Responsibilities
1. Supervise Customer Service Administrators and line performance manage the team following HCC policies and procedures.
2. 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.
3. Implement required processes and procedures for the team of Customer Service Administrators to ensure they are robust and auditable.
4. Liaise with managers to review telephone call handling statistics and make necessary changes to processes or staffing to improve telephone response rates and identify further training needs.
5. Act as the main point of escalation for all complaints from clients or prescribers, investigate issues, and provide resolutions on all correspondence. Update the Business Team on all complaints received for entry into the HCC database.
6. 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.
7. Manage staff performance and all HR-related tasks, escalating where necessary to senior management. This includes tracking sickness, conducting capability reviews, disciplinaries, and identifying staff training needs.
8. Identify team members' valuable experience and knowledge to mentor colleagues to enhance overall team performance.
9. Actively problem-solve issues arising due to staff shortages, working closely with the Fleet Operations Officer to re-route existing planned work and make good service delivery decisions.
10. Prioritize 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 are 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 ever-changing 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 and support staff.
* Forward-thinking with a positive approach and 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 and prioritize personal and team workload.
* Ability to form proactive relationships with social care professionals and adopt a flexible approach to solving problems.
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 include 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 recognize your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to provide more information about your skills, knowledge, and experiences.
Additional information
Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.
English Fluency
The 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).
Job Reference: HCC26842
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