Customer Services Centre Team Lead
Torbay and South Devon NHS Foundation TrustSearch for more jobs in Torquay
Job overview
This role will manage and motivate the Customer Service Centre Team (CSC) to provide a first-class customer service to the public and ensure a consistently high standard of service is provided to all.
The Customer Service Centre Team is staffed by 7 Customer Service Advisers providing a service to Baywide Community Teams, taking calls from patients, service users and professionals and signposting them to the correct services. They respond to incoming enquiries in relation to Community Health and Social Care needs, they also provide information and advice at the point of contact. There is also a significant amount of e-mail correspondence dealt with via Customer Service inbox for the wider teams and more specifically Community Nurses.
The team has responsibility for passing on accurate information appropriately to the wider teams, also escalating urgent concerns as they are received to ensure an appropriate and timely response is achieved.
Main duties of the job
To lead on ad-hoc and unique projects pertinent to the service (and in some cases with Baywide implications) to assist further development of services and achievement of objectives. These can range in length and complexity and require a flexible attitude and a wide range of skills and leadership.
To lead the recruitment, selection and induction process of CSC staff in line with Trust policies and procedures as appropriate.
To develop and maintain efficient systems including sickness absence, annual leave and risk management for the team.
To line manage the team of Customer Service Advisers consisting of 7 people and in this capacity take responsibility for education and training, supervision and appraisal.
To operationally manage the customer Service Advisers to ensure that rotas are covered, and to include sickness and absence management and day-to-day operational issues.
To have budgetary responsibility deputising for my line manager when required to make limited budgetary decisions with authorisation for Customer Services.