AJM Healthcare
Role: Customer Service Team Leader
Benefits: 25 days annual leave plus bank holidays with accrual to 28 days after 5 years continuous service, Employee Assistance Programme, Blue Light Discount Card, Company sick pay provision with continuous service.
AJM Healthcare is a leading provider of wheelchair & community equipment services to the NHS and the Private Sector. We have over 35 years’ experience in these sectors and see ourselves as innovators helping increase independence, offering choice and personalisation, while delivering better outcomes. Our team provides a caring, user-centric and holistic approach that is tailored to each individual.
What we are looking for:
We are seeking to recruit an enthusiastic Customer Service Team Leader to join our team in the day-to-day running of the office whilst ensuring great customer experience is maintained throughout to our NHS wheelchair users and medical professionals within the surrounding areas. The successful candidate will showcase a first-class telephone manner with empathy and professionalism with the ability to coordinate with our clinical and logistics teams.
Key Responsibilities:
1. To review the weekly Customer survey reports; working in conjunction with the Customer Service Manager, ensuring targets are met.
2. To support the Customer Service Manager to ensure that team KPI’s are met continuously and taking appropriate actions to ensure they are met.
3. To ensure the complaints and compliments operational log is kept up to date.
4. To assist the Customer Service Manager in creating an environment of high performing professionals – to coach, develop and motivate individuals and the team to achieve the highest standards.
5. To motivate and energise the team, embedding and fostering a customer-focused culture within your team.
6. To manage resources and work volumes to ensure referrals are processed efficiently and queries are resolved within agreed timescales.
7. To monitor and manage team and individual performance against business objectives and performance standards ensuring timely action is taken to address areas of poor performance, underachievement and risk.
For an informal discussion about this role, please contact the HR Department at careers@ajmhealthcare.org. To be considered for this role, please complete our application form which is found on our website. No stand-alone CVs will be accepted.
Closing Date: 20th September 2024
This position is working in a regulated environment and will therefore be subject to an enhanced DBS disclosure check. Cost will be covered by the Company.
AJM Healthcare is an equal opportunities employer who is committed to equality in the workplace and does not discriminate based on race, gender, religion, marital status, age, physical or mental disabilities, medical condition. AJM will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. Please note, during certain high volume recruitment times, AJM may wish to limit the overall number of interviews offered to both disabled people and non-disabled people.
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