Job Description
The Customer Service Supervisor is responsible for supervising day‑to‑day customer service operations within the non‑clinical recruitment department of a healthcare recruitment agency. The role focuses on front‑line service delivery, staff supervision, performance monitoring, and issue escalation, ensuring service procedures and standards are followed consistently.nnThis is a non‑clinical, supervisory role with no responsibility for clinical decision‑making, service strategy ownership, or departmental management.nnKey Duties and Responsibilitiesnn * Supervise customer service staff providing support to non‑clinical recruitment activitiesnn * Provided high-quality customer support through phone, email, and face-to-face interactions, always maintaining a professional, friendly, and customer-focused approachnn * Handled customer enquiries, complaints, and service requests efficiently, ensuring timely resolutions that met both customer expectations and company standardsnn * Allocate daily workloads, tasks, and priorities to service teamsnn * Monitor service queues, response times, and resolution outcomesnn * Ensure service procedures and operational guidelines are followed consistentlynn * Check the quality and accuracy of customer service interactions and documentationnn * Maintained accurate and up-to-date customer records using Customer Relationship Management (CRM) systems, ensuring data integrity and full compliance with General Data Protection Regulation (GDPR) requirements.nn * Followed all company policies, procedures, and compliance requirements, maintaining a high standard of professionalism at all times.nn * Ensure service delivery meets agreed internal service standards and SLAsnn * Identify recurring service issues and escalate them to managementnn * Support the implementation of service improvements introduced by senior managementnn * Act as the first escalation point for non‑clinical service queries or complaintsnn * Support service delivery to healthcare clients, including NHS trusts and private providersnn * Ensure clear and professional communication with non‑clinical candidates throughout the recruitment processnn * Assist in resolving service‑related issues promptly and professionallynn * Provide day‑to‑day guidance, support, and coaching to customer service staffnn * Supported the onboarding and training of new team members, helping them settle into their roles and understand processes quickly.nn * Monitor individual performance and provide feedback to improve service qualitynn * Raise performance or conduct concerns to the line manager where appropriatenn * Supervise administrative recruitment compliance activities, including:nn * Right to Work documentation checkingnn * DBS coordination (where required)nn * Records management and document accuracynn * Ensure records are maintained accurately and in line with proceduresnn * Escalate compliance issues or risks to management for reviewnn * Maintain basic service performance records and reportsnn * Provide regular updates to the Operations Manager or Service Managernn * Communicate service issues, staffing concerns, and operational risks appropriatelynn * Participate in team meetings and service update briefingnnSkills & CompetenciesnnExperience supervising customer service or support teamsnnStrong organisational and communication skillsnnAbility to manage workloads and priorities in a fast‑paced environmentnnGood problem‑solving and customer handling skillsnnAttention to detail in administrative and service tasksnnExperience & QualificationsnnPrevious experience in a customer service or supervisory rolennExperience supporting operational service deliverynnEducation to secondary level or equivalent experiencennSupervisory or customer service training desirable
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