Mediq UK are a supplier of healthcare consumables, healthcare equipment, cleaning, and hygiene products, as well as healthcare devices to hospitals, care homes, and other facilities serving the healthcare sector in the UK.
We are currently recruiting for a Customer Service Supervisor to join our team based in Castle Donington. Reporting into the Head of Customer Service, you will be joining a highly driven and motivated team to assist in the achievement of sales, profit and customer service targets.
Responsibilities:
* Accurately set up customers and orders on system, completing call logs and reports.
* Deal with all customer issues/ queries/ requests for product and service information promptly, efficiently and courteously, ensuring appropriate follow-up is completed where required.
* Manage out of stock items by communicating with purchasing and advising customer accordingly. Offering suitable alternatives where possible.
* Maintain effective communications and good working relationships with all internal and external teams, particularly operations, sales, stock control and credit control to ensure maximum customer service levels are achieved.
* Study reports, complete gap analysis on customer accounts, and constantly review customer trends with a view to identifying ways to increase sales and margin such as product switches to own brand, special offers etc.
* Provide training, leadership, and guidance to the Customer Service teams within the business to ensure high performance.
* Lead, manage and monitor operational teams and processes whilst meeting compliance standards and expectations.
* Lead, promote, and drive the department performance and customer experience.
* Establish customer services policies and procedures fit for delivery against business objectives and values.
* Set clear KPI’s in agreement with the UK Customer Services Manager.
* Create, implement, and promote the SLA process to ensure compliance within teams and understanding by Customers.
* Ensure the team meets its targets and goals, and drive change where needed to improve efficiency.
* Identify, build, and maintain positive internal and external stakeholder relationships.
* Promote effective and collaborative cross-departmental work, and relationships within team.
* Ensure the department is adequately staffed to deliver exceptional service to our customers through effective workforce planning.
* On-boarding and training of new Customer Service Advisors.
* Carry out effective performance reviews with team and ensure development opportunities maximised to retain key team members.
* Develop the team by recognising and cultivating talent.
What are we looking for?
* You will demonstrate a high degree of attention to detail, thoroughness and a methodical approach to work. Works at a pace that matches the requirements of the business and recognises the importance of timely completion of tasks.
* Ability to establish and maintain working relationships with others.
* Ability and willingness to follow instructions of management, and respond to requests from others in the team in a helpful manner.
* Contributing work and effort to group performance to meet agreed upon objectives and achieve team success.
* Show a genuine interest in and makes sure the needs of the customers are met in a way that benefits both the customers and the organisation.
* Demonstrates an understanding of the needs of internal and external customers.
* Monitors and manages own time to ensure daily objectives are met.
* Develops and improves procedures in agreement with line manager.
It would also be great if you have:
* The ability to work on your own and manage your time whilst being an effective team member.
* Ability to build and maintain customer relationships.
* Self-motivated team player with great attention to detail.
* Previous experience within customer account management / customer relationship management / customer service role.
* The ability to work well under pressure whilst creating a positive working environment for your teams.
* Strong people management skills with the ability to motivate and drive high performance.
* Proficiency in customer service, call handling, and logistics planning.
* The ability to handle customer escalations and deliver effective solutions.
* Excellent knowledge and experience of working with digital Customer Services systems.
Please note that this job description is not exhaustive and additional duties may be assigned as needed.
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