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.
Responsibilities
- Responsible for the day‑to‑day management of the team and ensure that staff are managed in line with Trust Policies
- Provide leadership to the team acting as a positive role model at all times
- Assist Service Leads to recruit, induct, develop and support the team delivering the required services
- Supervise the workload of the team on a day‑to‑day basis, allocating team members to optimise service provision and administrative support across the hours of the service
- Review and report on staff performance, working with individuals to set clear standards and objectives, identifying training and development needs as well as performance/conduct issues as appropriate
- Motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care
- Log all staff requests for annual leave or special leave with the Supervisor/Manager, first checking the rota to ensure they are adequately covered
- Responsible for updating mandatory training records for all staff and ensuring staff complete their training in a timely manner
- Ensure that the Trust’s HR policies are adhered to within the department
- Be fully conversant with all call centre applications, including having the knowledge to problem‑solve and fully train members of staff to enable them to progress
Operational Management
- Administer the daily running of the service including dealing with any problems as and when they arise, ensuring appropriate solutions are put in place
- Ensure resolution of enquiries and complaints at the earliest possible opportunity, escalating to the management team if unable to resolve
- Ensure the services are fully resourced and maintained at all times
- Undertake administrative tasks and other duties, assisting the management team with office duties as required
- Ensure the team follows established procedures for each service request, logging, processing and progress‑chasing enquiries, adhering to agreed KPIs, SLAs and quality standards to maximise customer satisfaction
- Influence the achievement of KPIs by managing resources appropriately
- Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement
- Escalate issues and make recommendations to the Operations Supervisor (band 5) and Service Improvement Lead (band 6) for service improvement
- Implement suggested service improvements in line with management instruction and plans
- Ensure staff follow and implement service and Trust policies; provide suggestions for improvement where required
- Maintain SLA and key performance data and provide reports on service delivery
- Attend monthly performance review meetings and present data to the management team
- Produce, collate and analyse statistical information daily to assist in evaluating efficiency and informing resource allocation and service improvements
- Responsible for stock control and ensuring adequate supplies are maintained
- Report any system faults to the Senior Management Team immediately
- Assist in a major incident if required, giving staff clear direction and instructions
- Responsible for issuing bleeps & pagers, ensuring information is current & available for the switchboard staff
- Ensure all broken bleeps and pagers are sent to supplier for maintenance, keeping accurate records and ensuring equipment returns in a timely manner
- Ensure telephone directory updates are actioned
- Participate in a rotating rota, including weekends and Bank Holidays unless otherwise agreed
Flexible Working
We are committed to supporting all employees to achieve a healthy work‑life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking into account the individual’s personal circumstances and the needs of the service.
Equal Opportunities
Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitably according to their needs. We are actively committed to ensuring that no one who applies for a job, works or studies at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity, gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital or civil partnership.
Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy.
Benefits
- The NHS Pension Scheme – one of the most generous and comprehensive in the UK
- Interest‑free Season Ticket Loan
- Long‑Term Service Awards
- Subsidised on‑site nurseries and childcare vouchers
- A comprehensive staff health and well‑being programme, Ride to Work scheme
- Employee assistance programme
- Free stop‑smoking service
Trust Values
Caring – we put patients first | Ambitious – we innovate and strive for excellence | Inclusive – we respect each other and work collaboratively
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