Customer Service Manager

NHS; Milton Keynes; Hybrid; GBP 36,000; Full time

Job summary

An established industry player in healthcare is seeking a passionate Customer Service Manager to lead their customer experience team. This role involves driving performance in an outsourced contact centre, ensuring high-quality service delivery, and managing customer interactions across various platforms. You'll be at the forefront of enhancing customer satisfaction through effective communication and continuous improvement initiatives. Join a rapidly expanding organization committed to providing premium care and making a significant impact in the healthcare sector. If you thrive in a dynamic environment and are eager to deliver exceptional service, this opportunity is perfect for you.

Benefits

Generous car allowance

Annual bonus

25 days holiday plus bank holidays

Life cover

Retail and leisure discounts

Confidential counseling and legal services

Qualifications

• Experience in managing customer complaints and difficult conversations.
• Proficient in customer journey mapping and contact centre processes.

Responsibilities

• Drive performance of outsourced customer service contact centre team.
• Manage online reviews and social media customer contact.

Skills

Customer complaint handling

Customer journey mapping

Attention to detail

Self-motivated

Team management

Tools

ConneX CRM system

Job description

The Customer Experience team at Barchester Healthcare has a great opportunity for a Customer Service Manager to join their team. The role involves managing the performance of their outsourced customer service contact centre team, as well as handling online reviews and social media customer contact. The successful candidate will be responsible for driving performance, ensuring high-quality customer service, and leading continuous improvement initiatives.

Main duties of the job

As a Customer Service Manager, you will be responsible for driving the performance of the outsourced customer service contact centre team, ensuring they deliver a high-quality service and meet KPIs and SLAs. You will also manage online reviews and social media customer contact, ensuring a consistent brand tone of voice and premium customer experience. The role involves leading a team, providing feedback and coaching, and identifying opportunities for process and cultural improvement.

About us

Barchester Healthcare is one of the UK's leading healthcare providers, with over 250 care homes and hospitals across the country. The company is rapidly expanding, with a successful new builds program that will see 10 new homes opened each year for the next three years.

Job responsibilities

The Customer Experience team has a great opportunity for a Customer Service Manager to join the Barchester family. You will be responsible for the performance of our outsourced customer service contact centre team, as well as a small internal team managing online reviews (Google and CHUK reviews) and all social media customer contact. The role involves working remotely with monthly visits to Newcastle and London.

As a Customer Service Manager, you will drive the performance of the contact centre via various channels. You will lead effective, empathetic customer communication and solve complex issues with support from stakeholders. You will oversee the service performance of the outsourced customer care team to ensure KPIs and SLAs are achieved and high service quality is maintained. Additionally, you will identify trends and opportunities for process and cultural improvements to enhance service levels.

Barchester Healthcare is the second largest healthcare provider in the UK, with over 250 care homes and hospitals. With a successful new builds program, we are expanding rapidly, opening 10 new homes each year for the next three years.

Role and responsibilities include:

• Ensuring the outsourced Customer Care Team delivers performance and high-quality service
• Driving performance at the Contact Centre focused on commercial opportunities, reducing waste calls, and focusing on admissions to increase occupancy
• Reviewing calls and providing feedback and coaching to team members to improve quality
• Ensuring optimal use of the ConneX CRM system as the main contact point
• Managing online reviews and social media customer contact, ensuring comments align with BHC tone of voice and support a premium service
• Collaborating with third-party companies to ensure IVR systems are effective
• Monitoring and reviewing team performance, recognizing contributions, providing feedback, and managing performance issues
• Supporting team development and leading initiatives for continuous improvement
• Supporting and improving the customer relationship management system to foster trust and meaningful conversations

Required skills and experience

• Ability to write in line with brand tone of voice and meet minimum standards
• Exceptional customer complaint handling and difficult conversation skills
• Experience in customer journey mapping, especially in contact centres and complaints processes
• Attention to detail and workload prioritization skills
• Self-motivated, target-driven, and creative thinking abilities
• Experience managing a larger team to deliver results and provide outstanding, premium care

Salary: £36,000 per annum

Additional benefits include:

• Generous car allowance of £6,500
• Annual bonus
• 25 days holiday plus bank holidays
• Life cover
• Retail and leisure discounts
• Confidential counseling and legal services

Job code: 7766

Person Specification

Qualifications

• Experience in handling customer complaints and difficult conversations effectively
• Customer journey mapping experience in contact centres and complaint processes
• Strong attention to detail and workload prioritization
• Self-motivated and target-driven

Disclosure and Barring Service Check

This role is subject to a Disclosure and Barring Service check, as it involves working with vulnerable populations and handling sensitive information.