Customer Care Assistant Manager
Up to £28,000 PA
Macildowie are thrilled to be recruiting for a Customer Care Assistant Manager to join a rapidly growing Healthcare company. This is such an exciting time to join the company, not just because of the growth plans and but because of the team spirit as well; they are all in it together - no hierarchy - just a real sense of partnership.
This is a full time, permanent role working 40 hours per week. Shift patterns are Monday - Friday 8am - 5pm / 9am - 6pm
You will contribute to the growth and success of the Company through building and leading a team of Customer Care Advisors, being accountable for ensuring key KPI's/quality parameters are executed and completed in a timely manner along with participation in both the hiring and performance management processes.
Role & Responsibilities:
Manage and lead the Customer Care function to achieve and maintain agreed service level targets by ensuring adequate numbers of trained and qualified staff are available
Lead, motivate and coach all members of the team to ensure maximum performance.
Assist in the recruitment of Customer Care Colleagues according to agreed standards to ensure that staffing levels and care quality remain at a high level.
Provide the necessary training and motivation to develop a team capable of delivering exceptional service
Provide regular evaluation and feedback on performances and dealing with underperformance through the application of Performance Management processes, ensuring optimal service level is achieved
Conduct and follow-up quarterly appraisals to ensure that key development plans put in place to benefit both the business and the individual are fit for purpose
Carry out Training needs analysis, identifying colleagues for further development as part of the succession planning process
Assist the Customer Care Manager and other team members in support of daily workload, as required. Ensure the team workload is equally distributed and managed.
Re-prioritise workload as required to achieve the Department/ Team service levels.
Responsibility for the standards of training, compliance with training requirements and the maintenance of training records for all Customer Care colleagues
Compliance with KPI targets set for the department.
Monitor real time call flows, administration workflow and takes action to maintain target service levels
Plan allocation of breaks, holidays, and training of the team within the set parameters to ensure that adequate staffing levels are maintained to handle the team workload.
Carry out Return to work interviews, Disciplinary Investigations and Carry out Disciplinary actions up to and including Written Warning
Adhere to all HR policies and procedures and all current security procedures to ensure the safekeeping of all company and customer property and all statutory and company regulations
Proven experience in a Customer Service Environment at a supervisory level - essential
Proven track record of achieving activity targets
Experience of Quality Management standards
Excellent written and verbal communication Skills - able to communicate at all levels
Proactive and able to make decisions
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
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