HDS Team Manager

Movianto; Derby; On-site; GBP 35,000 - 50,000; Full time

Job summary

Movianto is seeking an HDS Team Manager to lead the customer service team for NHS Supply Chains. This role involves ensuring operational goals are met, maintaining excellent customer relationships, and supervising the delivery of high-quality service. Ideal candidates will have strong leadership abilities and a commitment to enhancing customer experience.

Benefits

33 days annual leave

Flexible pay through Wagestream

Life Assurance

Employer Pension Contribution up to 4%

Access to Simply Health

24/7 GP, physiotherapy and counselling

Cycle to Work scheme

Access to MyRewards

Qualifications

• Experience managing a customer service team.
• Strong communication and relationship-building skills.
• Ability to handle escalated customer issues.

Responsibilities

• Manage the Home Delivery Customer Service team.
• Ensure KPIs and SLAs are met.
• Address customer feedback and complaints.

Skills

Customer Service

Leadership

Problem Solving

Job description

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Looking to take the next step in your customer service career?

• 33 days annual leave (including bank holidays)
• Flexible pay through Wagestream
• Life Assurance
• Up to 4% Employer Pension Contribution
• Access to Simply Health
• 24/7 GP, physiotherapy and counselling through our EAP service
• Cycle to Work scheme
• Access to MyRewards, a benefits platform

Who we are

Movianto is a leading pharmaceutical supply chain partner, providing best-in-class logistics solutions for the pharmaceutical, biotech, medical device, and diagnostics industries.

Purpose of the role

Within this role you will be focusing on delivering cost-effective, efficient customer service for NHS Supply Chains as National Home Delivery Service. It involves collaborating with key stakeholders to achieve operational goals, ensuring KPIs and SLAs are met, and handling feedback and complaints to the highest standard. Additionally, it includes supervising a team of Customer Service Advisors to maintain excellent customer relationships and provide high-quality, responsive service.

How you'll make an impact as a HDS Team Manager at Movianto:

• Taking responsibility for promoting and maintaining a cost-effective and efficient customer service with regards to the provision of NHS Supply Chains National Home Delivery Service offer.
• Working closely with Key Stakeholders to ensure that the Operational goals and objectives are met.
• Building on excellent relationships with our customers working closely with the key stakeholders to ensure KPIs are met in line with the agreed SLAs, manage any negative feedback and/or complaints to the highest standard.
• Providing supervisory support to a team of Customer Service Advisors, providing and delivering high levels of customer service to ensure customer satisfaction and a responsive, high quality service to our clients and customers.

What it will take to thrive as a HDS Team Manager at Movianto at Movianto:

• To directly manage the activities of the Home Delivery Customer Service team and resolve issues as they arise
• Lead, manage and motivate the team to drive high performance and improve customer needs through on-going coaching and effective monitoring through already established processes and procedures
• To build and maintain excellent relationships with customers
• To continually review processes, and ways of working at all times looking for ways to improve the customer experience and the efficiencies to deliver a first class service
• Reacting to emergency situations to continue to provide the best service
• Ability to investigate and resolve escalated customer problems with the highest level of commitment at all times
• Responsible for the pro-active communication to our Client base in the event of any service disruption
• Plan and chair regular team meetings to review teams and client progress/issues
• Determine effective Succession Planning as appropriate
• To represent the business at internal and external meetings as and when required
• Attend Internal meetings as a representative for Customer Services as and when required
• Other duties within the general scope of the role and appropriate to the grading

Delivering healthcare across the nation $ú Movianto UK

Movianto / Walden Group is an equal opportunity employer. All tasks must be carried out in compliance with the company and country legislation and practices, health and safety at work and environment guidelines relevant to the market in which the role is operational in.

Please note the list above is not exhaustive and we expect the post holder to be flexible within the framework of the job definition.

Movianto / Walden Group seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex

(including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. Movianto / Walden Group apply all relevant Data Protection laws when processing your Personal Data.

If you choose to apply to this opportunity and share your CV or other personal information with Movianto/ Walden Group, these details will be held by us in accordance with our privacy policy used by our team to contact you regarding this or other relevant opportunities at Movianto/ Walden Group.