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Contact Centre Team Manager

healthxchange.com Logo

Healthxchange

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Location:
United Kingdom , Reading

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

38000.00 - 45000.00 GBP / Year
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Job Description:

The Customer Services Manager plays a pivotal role in providing strong leadership, coaching, and support to a team of Customer Services Executives. This individual will ensure that the team delivers exceptional service to our customers at all times while adhering to compliance and regulatory requirements. A key aspect of the role involves driving team performance through coaching and training, with a constant focus on improving customer satisfaction and retention.

Job Responsibility:

  • Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention
  • Ensure all compliance requirements are met and work closely with the Quality team to support compliance and regulatory requirements within the Customer Services team
  • Lead by example and positively influence and contribute to team culture
  • Conduct regular one to one meetings with team members to review individual and team performance
  • Regularly review the quality of work delivered by the team through call recordings and assessment in line with the call quality requirements document
  • Provide daily/weekly/monthly reporting on team performance, sharing insights and commentary as required
  • Work closely with key stakeholders within the business to identify opportunities to improve existing procedures and seek to improvement streamlined policies to improve efficiencies
  • Assist with answering customer calls and emails during busy periods to ensure department service levels are maintained
  • Support with the recruitment and induction of new starters, including completing regular meetings during probation to ensure team members achieve the required level
  • Manage the department shift and holiday rota to ensure sufficient staffing capacity to support incoming customer volumes and to maintain our service levels
  • Manage team member timekeeping and absence in accordance with company policies
  • Handle complaint escalations in line with agreed authorisation levels and coach team members to resolve customer complaints
  • Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer, whilst balancing the commercial needs of the business
  • Ensure all team members receive adequate training and support and support with the writing of department Standard Operating Procedures (SOP) and Work Instructions (WI)
  • Liaise with external third-party suppliers e.g. delivery companies to investigate and resolve customer delivery issues
  • Use Salesforce CRM to accurately record notes on customers accounts, ensuring a record of your customer interactions

Requirements:

  • Line management experience as a team leader or manager within a customer services/contact centre environment (required)
  • Experience working in a regulated environment (Pharma preferred)
  • Coaching skills
  • Passion for delivering an exceptional customer experience
  • Strong organisational skills
  • Ability to work under pressure in a fast-paced environment
  • Microsoft Office
  • CRM experience (Salesforce preferred)

Nice to have:

  • Pharma preferred
  • Salesforce preferred
What we offer:
  • Company pension
  • annual performance bonus
  • 25 days holiday plus bank holidays (and increasing with service)
  • staff discount
  • staff social events
  • access to Health Assured EAP

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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