Customer Service Team Manager

Millbrook Group Ltd; Normandy; On-site; GBP 26,000 - 31,000; Full time

Job summary

A healthcare provider in the UK is looking for a Customer Service Team Manager to oversee daily operations in their community equipment service centre. The role involves leading a team to meet KPIs, handling sensitive customer issues, and ensuring high-quality service. Ideal candidates will have supervisory experience, strong leadership skills, and familiarity with KPI management. This position offers a competitive salary, generous holiday allowance, and support for flexible working arrangements.

Benefits

Up to 33 days holiday

Life Assurance

Company Pension Scheme

Exclusive perks and discounts

Qualifications

• Previous supervisory customer service experience.
• Experience working in a fast-paced environment.
• Ability to report on KPIs and SLAs.
• Confident leadership and management skills.

Responsibilities

• Lead and motivate the customer service team.
• Ensure orders are processed accurately.
• Handle escalated calls and complaints.
• Report on performance against service agreements.
• Manage recruitment and training of staff.

Skills

Customer service excellence

Leadership and coaching

KPI management

Microsoft Office proficiency

Job description

Job Advert

We are currently looking for a Customer Service Team Manager to lead and manage the day‑to‑day operations of the customer service team within our Surrey Community Equipment Service Centre.

Our job as a Healthcare Equipment Provider is to supply the necessary aids for day‑to‑day life. We have found that even the simplest of equipment, such as a walker or minor adaptations to the home such as the installation of handrails, can make a significant impact in giving people the confidence to live independently. You will assist with deliveries, collections and repair of community equipment in our service user’s home and associated locations.

About this role

• Confidently lead, coach and motivate our team of Customer Service Coordinators to ensure KPI's are met
• Responsible through the team, for ensuring that all orders received are processed accurately and efficiently within specified timelines
• Supporting and handling escalated or more sensitive natured calls and complaints, carrying out investigations and reporting to prescribers where required
• Reporting on contractual KPI’s to the management team and leading performance against service level agreements
• People management including recruitment, training, performance and absence management etc.
• Liaising with other internal departments such as the Warehouse regarding delivery of specialised equipment

About you

• Previous supervisory Customer Service experience within a call/contact centre environment
• Experience of operating in a fast paced, demanding role with emphasis on providing a service
• Experienced of working to KPI's and SLA's with the ability to report on these
• Demonstrable experience in administration, order processing, workload scheduling are all beneficial
• Previous Healthcare experience isn't essential but would be advantageous
• Confident and approachable natural leader with excellent people management skills
• Professional manner via all communication channels
• Ability to resolve customer issues effectively and efficiently
• Proficient with Microsoft Office

What can we offer you

• Up to £30,763.20 per annum
• Monday to Friday 8:00am-5:00pm
• Up to 33 days holiday (including bank holidays) plus optional 5 unpaid days
• Life Assurance
• Company Pension Scheme
• A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets

Millbrook Healthcare Group are an inclusive and caring employer who understand that not everyone’s job needs are the same. Therefore we are open to supporting flexible working requests such as part time working, job shares and flexible hours wherever possible, to support our colleagues life style differences. So please feel free to let us know of any specific requirements you may have and these can then be discussed in more detail if you are successful in your application.

Our ambition at Millbrook Healthcare is to become the leading provider in the assisted living sector whilst ensuring our core company values ‘CARES’ remain unchanged. We are always looking to recruit hard working and talented individuals to become a part of our ongoing growth and success. You’ll enjoy all the support and encouragement you need to reach your own potential and develop a rewarding career along the way.

Care and respect for our colleagues and service users
Accountable and proud
Ready to learn and grow
Enhance our service users’ lives
Socially responsible, ethical and transparent

This role is working in a regulated activity and may be subject to a DBS disclosure.

No terminology in the advert you have seen is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we will gladly accept applications from all sections of the community.