Overview of the role
As Customer Team Leader, you will assist and support the Customer Manager in ensuring the smooth operation of the Customer Operations Team. You will provide coaching, mentoring, and management to direct reports to deliver excellent service to our customers and patients. Working closely with the Customer Manager to identify trends and share them with our Senior Leadership Team. You will be part of a team equipped to quickly identify and solve problems for our customers and other healthcare professionals.
The role is hybrid working with 3 days in the office, and 2 days working from home. Working on various shift patterns. 8-4pm, 9-5pm and 10-6pm
Main Responsibility
- Managing customer advisors directly, which includes recruitment, onboarding, training, coaching, and upskilling.
- Providing day-to-day assistance to advisors when support is needed and serving as an escalation point for complex queries and complaints.
- Measuring and reporting on key customer service metrics and targets and ensuring that customer advisors are meeting these metrics.
- Collaborating with the Customer Manager to identify and analyse data and trends to escalate any issues and inform the wider business of changes in customer behaviour and service levels.
- Supporting continuous improvement efforts by using data, feedback, and incidents to drive changes and identify opportunities to redesign, remove, or automate processes.
- Communicating with GP surgeries, developing processes and systems to build strong relationships, and coordinating prescription requests.
- Responding directly to customer questions, concerns, feedback, and compliments via the company’s communications tools and in-line with business policies.
- Working with other areas of the business to develop a greater understanding and knowledge of the business and to build a network of individuals who can help support departmental change.
Key knowledge and skills required for the role:
- Experience of working in a contact centre Customer Service Team
- Experience operating in a fast-growing business
- Strong written and verbal English
- Management/leadership experience is preferred but not essential
Problem solving & change:
- Completing root cause analyses and providing feedback to the Operations/Development Teams
- Support the drive for continuous improvement using data, feedback and incidents to inform changes
- Plan team workload and priorities up to 12 months in advance
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’
