Contact Care Supervisor

McKesson; Winwick; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

20 Days Annual Leave

Maternity, paternity and adoptionleave

Employee assistance programme

Job summary

AAH is seeking a Contact Centre Supervisor in the UK to lead a fast-paced team within our branch network. You will coach colleagues to achieve KPIs, maintain high-quality customer service, and handle complaints in line with company procedures.

Excellent communication and leadership are essential, with the potential for progression into management or related roles across our operations. The role emphasises teamwork, adherence to ICARE values, and delivering safe, efficient service to pharmacies,

Qualifications

• Clear communication skills and problem-solving abilities to resolve queries.
• Ability to prioritise and organise workload with customer service experience.
• Experience handling complaints is essential.
• Good numeracy and literacy with Microsoft 365.
• Effective team player with experience managing a team.

Responsibilities

• Lead and coach colleagues to drive team performance.
• Ensure KPI targets and service levels are exceeded.
• Handle customer complaints within agreed parameters and escalate as needed.
• Maintain professional, friendly service to internal and external customers.
• Develop resource plans and monitor call centre performance.

Skills

Clear communication

Problem solving

Numeracy

Literacy

Microsoft 365

Team leadership

Complaint handling

Tools

Microsoft 365

Job description

About The Role

You will play an essential role within the branch support function helping us to be the largest distributor of pharmaceutical and healthcare products to our customers. As a Contact Centre Supervisor, you will be accountable for leading and coaching colleagues to drive team performance, ensuring that departmental key performance indicators (KPI’s) are exceeded and our customers receive an outstanding service.

Together we will continue to deliver an efficient, safe and vital healthcare service to our customers. Natural progression from this role would be into a management role or you could look at moving into our Telesales team or other parts of the warehouse operation. You could also consider a Support Centre based role.

Accountabilities

• To be part of the largest distributor of pharmaceutical and healthcare products
• Working in fast paced team environment.
• Providing excellent customer service and leadership through having quality conversations with our customers colleagues
• Progression opportunities may require mobility and flexibility to travel within the AAH network.
• Ensure incoming calls are answered efficiently and effectively ensuring service levels are met e.g., 80% of all calls answered / calls answered within 30 seconds / < 5% abandoned calls / call quality at 95%+
• Make decisions which positively affect all aspects of call centre performance that are aligned with our ICARE values Ensure the team deal with customer complaints within agreed parameters to avoid call breach
• Deal with customer complaint escalations and ensure excellent customer experience is always provided
• Always operate in a professional and friendly manner with both internal and external customers
• Establish positive business relationships both internally and externally

Why AAH?

AAH are the leading medical supplier in the UK, we impact millions of people across thousands of UK communities. From our network of branches, we distribute lifesaving medicines twice daily to pharmacies, hospitals and GP’s. We work collectively to make a difference. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued good. By working for AAH, you’ll have access to training and development programmes at all stages of your career through one of our many pathways; whether it’s a step into management, a regional role, or even at our Head office - the opportunities are endless.

Our ability to shape the future of healthcare depends on the passion and hard work of our people. In return for performing your role the benefits you will receive are;

• 20 Days Annual Leave - rising by 1 day per years service up to 25 days.
• Market leading maternity, paternity and adoption leave
• Full support from our employee assistance programme including a health and well-being app

About You

• Clear communication skills/ Problem-solving skills to resolve queries
• Ability to prioritise and organise own workload with previous customer service experience
• Previous experience of complaint handling is essential
• Good numeracy and literacy skills with experience with working Microsoft 365 platforms
• Effective team player and experience in managing a team is essential
• Monitor and ensure compliance with ISO procedures and implement any changes required following the correct guidelines
• Develop and maintain resource plans to meet the demands of the Call Centre within budget
• Monitor service levels, calls waiting, not ready time etc. and ensure Team Leaders are directing appropriately through Graphical Real Time Display system (GRTD)
• Ensure that all new starters complete induction and receive the best welcome
• Recruit, train and ongoing development of your team
• Drive performance of colleagues by setting appropriate stretching performance and behavioural objectives
• Prepare monthly KPI reports for Customer Service Manager, Call Centre Manager, Branch Manager and team
• Attend daily and weekly branch meetings

About Us

At AAH, you’ll be part of a team playing a vital role in one of the UK’s largest pharmaceutical and healthcare distribution networks. Every day, we make a difference in millions of lives by delivering lifesaving medicines from our network of branches to pharmacies, hospitals, and GP practices across thousands of communities.

We operate with purpose and integrity, guided by our ICARE values, and are proud of the inclusive, collaborative culture we’ve built. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued goods.

As part of our commitment to responsible business practices, we’re actively working to reduce our environmental impact. From modernising our delivery fleet and optimising routes to minimising waste and improving energy efficiency across our operations, we’re supporting a more sustainable future for the communities we serve.

We are an equal opportunities employer, committed to diversity and inclusion. Our person-centred approach to recruitment ensures a fair and welcoming experience, free from discrimination and bias. If you require any reasonable adjustments due to a disability or medical condition, please let our recruitment team know so we can support you throughout the process.