Customer Services Team Leader

IPRS Group; Ipswich; On-site; GBP 31,000; Full time

Job summary

An established industry player is seeking a Customer Services Team Leader to enhance a dedicated team within their health services division. This role involves leading a small team, ensuring high standards of customer service, and driving performance through effective management of key performance indicators. The successful candidate will have the opportunity to shape processes, mentor team members, and contribute to the overall success of the organization. Join a forward-thinking company that values innovation and patient care, making a real difference in people's lives.

Benefits

Flexible Working

Professional Development Opportunities

Employee Assistance Programme

High-street discounts

25 days annual leave plus bank holidays

Moving Day Leave

Company pension scheme

Recruit a Friend bonus scheme

Environmental Initiatives

Free Eye Tests every 2 years

Qualifications

• Minimum of 3 years customer service experience required.
• Experience leading a customer service team is preferred.

Responsibilities

• Lead and oversee a team of Customer Service Administrators.
• Ensure smooth running of insurance and specialist services.

Skills

Customer Service Leadership

Communication Skills

KPI Management

Team Development

Problem Solving

Education

6 GCSE/O level passes A-C including English and Maths

Tools

Microsoft Office

Job description

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IPRS Health are an award-winning, APPTS accredited provider of Physiotherapy and Mental Health Services, putting patients at the heart of everything we do, ensuring a smooth and successful journey to recovery. We work for a diverse range of clients, including the NHS with our services having a huge impact into improving the lives of thousands of people every year.

We take pride in our innovative approach, combining traditional treatments with new innovative methods to improve our patient's experience and results, whilst helping keep costs down for our clients.

IPRS Health has an extensive in-house team of multidisciplinary clinicians which, coupled with our carefully selected and managed national clinical network, can provide a first-class service, throughout the UK.

IPRS Health are an award-winning, APPTS accredited provider of Physiotherapy and Mental Health Services, putting patients at the heart of everything we do, ensuring a smooth and successful journey to recovery. We work for a diverse range of clients, including the NHS with our services having a huge impact into improving the lives of thousands of people every year.

Originally solely a provider for just physiotherapy, today IPRS Health is regarded as one of the UK’s leading providers of quality corporate absence management services including:

• Physiotherapy
• CBT
• Counselling
• Workplace Services
• Workshops
  
  

We take pride in our innovative approach, combining traditional treatments with new innovative methods to improve our patient's experience and results, whilst helping keep costs down for our clients.

IPRS Health has an extensive in-house team of multidisciplinary clinicians which, coupled with our carefully selected and managed national clinical network, can provide a first-class service, throughout the UK.

We are looking for an Customer Services Team Leader to add experience and leadership to a small and friendly team, with a renewed outlook on processes and procedures within the department, to help streamline the service and drive the team forward. The Customer Service Team Leader will be liaising with corporate health insurance patients.

Position:

This is an office based role.

As the Customer Services Team Leader for IPRS Health you will be responsible for leading and overseeing a small team of Customer Service Administrators, ensuring the smooth running of all insurance and specialist services, meeting agreed Key Performance Indicators, and being an expert in the insurance rehabilitation market. Your success will help shape the future of the department and drive forward IPRS’ involvement in the Specialist/Diagnostic Services space.

Responsibilities

As the Customer Services Team Leader for IPRS Health, you will be responsible for leading and overseeing a small team of Customer Service Administrators, ensuring the smooth running of all insurance and specialist services including:

• To recruit, develop and mentor the team in all aspects of their work and personal development
• To oversee the achievement and maintenance of agreed customer service levels, business KPIs and standards
• To plan, prioritise and delegate work tasks to ensure proper functioning of the department
• To ensure the necessary tools are available to provide a quality customer service delivery, and if not submit a full proposal justifying additional tools
• To monitor and ensure accuracy of reporting and database information, including invoicing
• To manage all non-clinical aspects of the insurance services on a daily basis
• To work with the Senior Team Lead, and Service Delivery Manager to organise the clinical support required by non-clinical staff with an aim to ensure a seamless patient journey
• To assist the Senior Team Lead and Service Delivery Manager in reviewing and interpreting monthly statistics and monthly Management Information in order to monitor operational quality and performance
• To assist the Senior Team Lead and Service Delivery Manager in analysing key service tasks with an aim to produce accurate and reliable capacity analysis information to identify service staffing needs
• To contribute to IPRS Health’s business strategy by supporting the development of new business and the retention of current contracts.
• To work with the Senior Team Lead and Service Delivery Manager to perform regular service audits with a key focus to provide quality assurance across the Insurance Service Team
• To manage and oversee the referral process of all specialist and diagnostic appointments within agreed Key Performance Indicators
• To liaise and build relationships with all key suppliers of specialist / diagnostic services to source the best prices and services
• To review and monitor all operational processes and suggest ways to improve these business processes
• To undertake any other duties compatible with the grading of the post, as required
  
  

Requirements:

Who We Are Looking For

Anyone and everyone is welcome to apply to work for IPRS Health. All our teams have a mix of backgrounds and experience but with one thing in common, the drive to help people recover. We are looking for our new Insurance Services Team Leader to be a team player, adaptable, and to be motivated to contribute to helping thousands each year.

Who We Are Looking For

Anyone and everyone is welcome to apply to work for IPRS Health. All our teams have a mix of backgrounds and experience but with one thing in common, the drive to help people recover. We are looking for our new Customer Services Team Leader to be a team player, adaptable, and to be motivated to contribute to helping thousands each year.

To be seriously considered for this role, please have the following:

Education and Qualifications: (E) Essential (D) Desirable

Qualifications:

Minimum of 6 GCSE/O level passes A-C or equivalent, including English and Maths (E)

Experience:

A minimum of three years customer service experience (E)

Experience of working as a Team leader in a customer service contact centre / team (D)

Experience of dealing with medical professionals and patients (D)

Experience of using various Microsoft programmes and databases (E)

Knowledge of performance reports and analysing statistics and management by KPIs

Experience of resource and capacity management within a customer service / contact environment (D)

Skills:

Ability to lead, coach, train and motivate whilst still keeping focused on quality and productivity, driving performance through KPI’s

Ability to identify and implement ways to improve customer service functions

Clear and concise written and spoken communication skills

Attention to detail and the ability to record information accurately

Ability to analyse statistical information and make recommendations on outcomes

Ability to communicate effectively with internal and external customers and provide excellent customer service

Ability to analyse problems, come up with effective solutions and implement these

Ability to make decisions quickly

Ability to plan and organise workloads effectively

Ability to prioritise and meet relevant Key Performance Indicators in a demanding environment

Ability to work on own initiative with minimal supervision in a proactive manner

Team worker who is flexible and has a positive attitude to learning and self-development

Other information:

Salary£30,136

Hours40 hours per week

LocationOnsite IP6 0FU

Other benefits include:

• Flexible Working
• Professional Development Opportunities
• Employee Assistance Programme including free confidential counselling
• High-street discounts
• 25 days’ annual leave plus 8 days’ bank holidays; increasing with completed years’ service & opportunity to purchase additional leave
• Moving Day Leave
• Membership of the Company pension scheme
• Recruit a Friend bonus scheme – up to £1,500
• Environmental Initiatives
• Westfield Health Cash Plan
• Free Eye Tests every 2 years
• Free annual Flu-Vaccination

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Health, Wellness & Fitness

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