Contact Care Supervisor in Stoke-on-Trent

As a Contact Centre Supervisor, you will play an essential role within the branch support function helping us to be the largest distributor of pharmaceutical and healthcare products to our customers. You will be accountable for leading and coaching colleagues to drive team performance, ensuring department KPIs are exceeded and customers receive outstanding service.

Accountabilities

• Participate in working for the largest distributor of pharmaceutical and healthcare products.
• Work within a fast-paced team environment.
• Provide excellent customer service and leadership by having quality conversations with customers and colleagues.
• Be prepared for mobility and flexibility to travel within the AAH network if progression opportunities require it.
• Ensure incoming calls are answered efficiently and effectively, meeting service levels: 80% of calls answered, calls answered within 30 seconds, less than 5% abandoned calls, call quality at 95%+.
• Make decisions that positively affect all aspects of call centre performance, aligned with our ICARE values, and manage complaint handling to avoid call breaches.
• Deal with customer complaint escalations and ensure an excellent customer experience is always provided.
• Operate professionally and friendly with internal and external customers.
• Establish positive business relationships internally and externally.

Benefits

• 20 Days Annual Leave, rising by 1 day per year of service up to 25 days.
• Market-leading maternity, paternity and adoption leave.
• Full support from our Employee Assistance Programme, including a health and well-being app.

About You

• Clear communication and problem-solving skills to resolve queries.
• Ability to prioritise and organise own workload, with previous customer service experience.
• Previous experience of complaint handling is essential.
• Good numeracy and literacy skills, and experience using Microsoft 365 platforms.
• Effective team player and experience in managing a team is essential.
• Monitor and ensure compliance with ISO procedures, implementing changes following correct guidelines.
• Develop and maintain resource plans to meet Call Centre demands within budget.
• Monitor service levels, calls waiting, not-ready time, etc., using Graphical Real Time Display (GRTD).
• Ensure all new starters complete induction and receive a warm welcome.
• Recruit, train and develop your team on an ongoing basis.
• Drive colleague performance by setting appropriate performance and behavioural objectives.
• Prepare monthly KPI reports for Customer Service Manager, Call Centre Manager, Branch Manager, and team.
• Attend daily and weekly branch meetings.

About Us

At AAH, you’re part of a team playing a vital role in one of the UK’s largest pharmaceutical and healthcare distribution networks. Every day, we make a difference by delivering lifesaving medicines from our branches to pharmacies, hospitals and GP practices across thousands of communities. We operate with purpose and integrity, guided by our ICARE values, and are proud of the inclusive, collaborative culture we’ve built. We invest in our future by transforming our branch network to ensure timely and safe delivery of our valued goods. We are committed to responsible business practices, actively working to reduce our environmental impact through modernising our delivery fleet, optimising routes and minimising waste. We are an equal opportunities employer, committed to diversity and inclusion. Our person-centred approach to recruitment ensures a fair and welcoming experience, free from discrimination and bias. If you require reasonable adjustments due to a disability or medical condition, please let us know so we can support you.