The Role 
The Customer Service Team Leader will lead a team of Customer Service Advisors; ensuring their team process client orders whilst delivering an unrivalled customer experience.  Actively participating in the development and maintenance of an industry-leading customer service offering for the Health Care professionals and clients we support. 

Key Responsibilities 

• Take ownership of daily, weekly and monthly planning, prioritising the resources available ensuring the team are working effectively and efficiently 
• Create and set KPI’s and objectives in order to deliver the department strategy and overall business plan  
• Motivate and lead the team to deliver excellent quality and productivity ensuring clients and healthcare professionals expectations are met 
• Give clear and timely direction to the team to ensure that all services are provided in accordance with current legislation / NHS guidelines and Company process and policy 
• Prepare prescriptions for month end process to be submitted for payment 
• Continually look for and suggest ways we can improve the service we provide to healthcare professionals and our mutual clients 
• Apply flexibility in order to fulfil the requirements of the department and the business 
• Support the team as needed, including inbound/outbound calls, script processing and recovery 
• Provide regular support and cover when required for other Team Leaders 
• Ensure customer queries are answered with an aim of first time resolution 
• Understanding and utilising department reports 
• Actively promote Fittleworth to internal and external customers demonstrating the Values at all times 
• Advocate and adhere to all Health and Safety policies and lead by example 
• Any other reasonable duties as requested by your Manger, Director or the Company Director Team in their absence 
• Key holder responsibilities for opening and closing of the building

People Management 

• Highlight any training requirements and work with the Quality Control and Training Co-ordinator in order to encourage development 
• Recognise talent within the team and ensure that PDP’s are in place and supported 
• Continuously offer coaching and support in order to develop the team   
• Conduct appraisals and monthly 1:1’s 
• Hold monthly team meetings with clear agendas and outcomes 
• Manage all aspects of the team’s performance by actively encouraging all KPI’s are met 
• Support the team with recruitment 
• Organise the team rota, monitor and manage absence, team performance and behaviours 
• Lead by example in adhering to all company policies and procedures and demonstrating positive behaviours 
• Ensure integrity is maintained at all times 
• Responsible for driving increased employee engagement participation and results working with the other Team Leaders to implement successful initiatives 

Experience

• Experience of successfully managing and leading a team in a service environment 
• A passionate and motivated customer service professional with a proven track record of meeting results whilst delivering an exceptional service 
• Demonstrated organisational and time management skills 
• Computer literate with a working knowledge of MS Word, Excel, PowerPoint, and Outlook  

Skills 

• Excellent customer service skills 
• Self-motivated with the determination to succeed
• The ability to multi task in a fast paced environment  
• Proactively collaborate with others 
• Organised and good at setting priorities  
• Team player – take decisions for the benefit of the department 
• The ability to communicate to customers across a variety of platforms 

About Us
Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 60,000 clients across a wide range of products. Offering a cut-to-fit stoma product customisation service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide. At the heart of the business are Fittleworth’s 360 employees who live and breathe the immutable principles of our business.  
What we offer

• Life Insurance Cover x10 Annual Salary  
• Competitive full pension scheme of 8.5% employer contribution 
• Employee cost of private healthcare covered with option to add family members 
• A comprehensive, embedded Employee Assistance Programme 
• Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre! 
• 25 days annual leave, bank holidays 
• 1 Me Day, 1 Volunteer day per annum 
• Enhanced support on family friendly policy  
• Flexible Working 

All of the above are subject to eligibility in line with further scheme details