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Customer Services Team Leader

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Guy's and St Thomas' NHS Foundation Trust

26d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    People, HR & Administration
  • London

AI generated summary

  • You should have strong leadership skills, a passion for teamwork, and the ability to manage operations, supervise staff, and ensure exceptional customer satisfaction in a dynamic environment.
  • You will lead a team in providing exceptional customer service, manage daily operations, supervise staff, handle complaints, and ensure coverage for efficient service delivery.

Requirements

  • Are You Passionate About Leading a Team
  • As a Customer Services Team Leader, you will take pride in working closely with both your staff and customers to address their queries, ensuring exceptional communication is at the heart of achieving outstanding customer satisfaction.
  • You will lead a team of staff, showcasing strong leadership skills to inspire, motivate, and engage your team effectively. Alongside fostering a collaborative and productive environment, you will prioritise operational tasks and ensure the seamless execution of daily operations across assigned services.
  • You will hold key operational responsibilities and rotate through various areas within Customer Services, ensuring a consistently high-quality service is delivered to the Trust and its external customers.
  • To supervise, lead and assist switchboard and call centre operators and in the first instance, dealing with any requests or complaints. Ensure the day to day supervision of the staff including management of staff meal breaks to ensure adequate cover to meet the demand of the service.

Responsibilities

  • As a Customer Services Team Leader, you will take pride in working closely with both your staff and customers to address their queries, ensuring exceptional communication is at the heart of achieving outstanding customer satisfaction.
  • You will lead a team of staff, showcasing strong leadership skills to inspire, motivate, and engage your team effectively.
  • Alongside fostering a collaborative and productive environment, you will prioritise operational tasks and ensure the seamless execution of daily operations across assigned services.
  • You will hold key operational responsibilities and rotate through various areas within Customer Services, ensuring a consistently high-quality service is delivered to the Trust and its external customers.
  • To supervise, lead and assist switchboard and call centre operators and in the first instance, dealing with any requests or complaints.
  • Ensure the day to day supervision of the staff including management of staff meal breaks to ensure adequate cover to meet the demand of the service.

FAQs

What are the main responsibilities of the Customer Services Team Leader?

The main responsibilities include leading and supervising a team of staff, managing daily operations, addressing customer queries and complaints, ensuring high-quality service delivery, and fostering a collaborative environment.

What qualifications or experience are required for this role?

While specific qualifications are not detailed, strong leadership skills and experience in customer service management are essential for this role.

What benefits do employees receive?

Employees receive various benefits including membership in the NHS Pension Scheme, interest-free season ticket loans, long-term service awards, subsidised childcare, a comprehensive health and well-being programme, and more.

What are the working hours for this position?

The working hours can vary, and it may include supervising staff during different shifts to ensure adequate coverage for the service.

Is there an opportunity for informal visits before applying?

Yes, interested candidates are encouraged to contact Teresa Halama for further details or to arrange informal visits.

How do we prioritize customer satisfaction in this role?

Exceptional communication is at the heart of the role, and by effectively addressing queries and complaints, the team leader will ensure outstanding customer satisfaction.

What kind of environment does the Trust promote?

The Trust promotes a caring, ambitious, and inclusive work environment, focusing on putting patients first, innovating for excellence, and fostering respect and collaboration among staff.

Are there any professional development opportunities in this role?

Yes, there may be opportunities for professional development and training as part of the NHS's commitment to staff growth and improvement.

How can I apply for the Customer Services Team Leader position?

Interested candidates should refer to the official job listing for application instructions, or can contact Teresa Halama for more information.

What is the primary focus of the Customer Services Team Leader?

The primary focus is to lead the customer service team in delivering high-quality service and ensuring exceptional communication with both staff and customers.

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Guy's and St Thomas' NHS Foundation Trust

Our values: put patients first, take pride in what we do, respect others, act with integrity, strive to be the best. 💙

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Guy's and St Thomas' NHS Foundation Trust is a leading healthcare provider in the UK, offering a wide range of medical services through its hospitals and community services. The Trust is dedicated to providing high-quality, compassionate care to patients while advancing medical research and education. Their ultimate mission is to improve health outcomes and enhance the well-being of the communities they serve. The Trust is committed to innovation, excellence in care, and ensuring equitable access to healthcare for all.