Overview of the role
To assist and support the Contact Centre Manager with all activities relating to the smooth running of both the Contact Centre and Customer Service functions. Be a coach, mentor and manager of direct reports to deliver exceptional service to both internal and external customers. Actively pursue opportunities for improvements whilst achieving budgetary challenges. Demonstrate leadership behaviours in the pursuit of direct reports and process management.
Main Responsibility
• Manage daily activities to deliver against fluctuating volumes of calls and incidents ensuring that priorities are managed appropriately.
• Monitor the accuracy of and completion of customer orders, credits and incident resolution ensuring issues are dealt with in a timely
manner and that continuous improvement initiatives are undertaken where repeat issues arise.
• Carry out routine direct report 1 to 1’s, return to works, absence management, reward and recognition or conduct related issues in a fair and consistent manner.
• Actively seek out more efficient and simpler ways of working in the pursuit of greater controls and output for our customers.
• Actively seek out more efficient and simpler ways of working in the pursuit of lower costs to serve such that budgetary targets are achieved/exceeded.
• Be a coach and mentor of direct reports and where appropriate look to develop and deliver results through members of the team as opposed to individually.
• Conduct feedback sessions on team engagement and from feedback actively work on improvement initiatives with the team to build on engagement scores and employee satisfaction.
• Ensure departmental processes are in line with compliance work instructions and take ownership in the review, update, training and delivery of required changes.
• Work intra departmental with other areas of the business to develop own greater understanding and knowledge of the business and to also develop a network of individuals who can support in the pursuit of department change
Key knowledge and skills required for the role:
• Computer literate and to intermediate level in Microsoft packages and WMS interrogation.
• Prior experience in people management for time and attendance and conduct issues.
• Ability to work on own initiative and to deadlines.
• Understanding of incident call logging and root cause analysis techniques.
• Proficient in analysing data to drive improvements.
Problem solving & change:
• Advocate of change/continuous improvement with the ability to bring direct reports through what can at times be a challenging change process.
• Appreciation of the tools for problem solving and change implementation such as DMAIC, 5 Why’s, Fishbone, Like & Must.
• Ability to manage the inter relationships of business process, customer requirement and budgets to derive, drive and implement improvements for the benefit of the above
The Ideal Candidate
Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you.
Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.
Package Description
- Competitive salaries
- Excellent training & development opportunities
- Paid Holidays
- Workplace pension scheme
- Staff Discount
- Travel Loans and more…..
About the Company
For over 70 years, we’ve been looking after the health and wellbeing of communities across the UK. Well Pharmacy (part of Bestway Healthcare) is the second largest pharmacy chain in the UK with c.760 pharmacies and a team of around 7,000 colleagues based across our Community Pharmacies, Online Pharmacy, Healthcare Services Centre, Community Drivers, Bestway Medhub & Wardles team and our Support Centre team.
Our mission is to be here for the wellbeing of our patients and customers, to provide the best community pharmacy experience in the UK for everyone, for our patients, our customers, our people, and our NHS.
The pharmacy of the future will look very different from the one we know today. It will play a huge role in transforming primary healthcare and we will play a central role in bringing it to life.
We will use our clinical expertise and technological ambition to take advantage of the potential this future has to offer us. Making medicines, advice, services and care available in the places and spaces that people need and want it most.
We want to be a great business. To be recognised as delivering a community pharmacy experience that is the best there is. To do this we want our teams to feel proud about the positive impact they make, feel valued as part of a close-knit and expert community, and feel confident in their role in a business that is stable, innovative, and caring.
‘Together we make a difference’
