At a Glance
- Tasks: Lead and coach a dynamic team to deliver outstanding customer service in a fast-paced environment.
- Company: Join AAH, the UK's leading distributor of pharmaceutical and healthcare products.
- Benefits: Enjoy 20 days annual leave, market-leading parental leave, and wellness support.
- Other info: Be part of a collaborative culture focused on sustainability and community impact.
- Why this job: Make a real impact on healthcare while developing your career with endless opportunities.
- Qualifications: Strong communication, problem-solving skills, and previous customer service experience required.
The predicted salary is between 40500 - 49500 £ per year.
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. As a Contact Centre Supervisor, you will be accountable for leading and coaching colleagues to drive team performance, ensuring that departmental key performance indicators (KPI’s) are exceeded and our customers receive an outstanding service. Together we will continue to deliver an efficient, safe and vital healthcare service to our customers.
Accountabilities:
- To be part of the largest distributor of pharmaceutical and healthcare products.
- Working in a fast-paced team environment.
- Providing excellent customer service and leadership through having quality conversations with our customers and colleagues.
- Progression opportunities may require mobility and flexibility to travel within the AAH network.
- Ensure incoming calls are answered efficiently and effectively ensuring service levels are met e.g., 80% of all calls answered / calls answered within 30 seconds / < 5% abandoned calls / call quality at 95%+.
- Make decisions which positively affect all aspects of call centre performance that are aligned with our ICARE values.
- Ensure the team deal with customer complaints within agreed parameters to avoid call breach.
- Deal with customer complaint escalations and ensure excellent customer experience is always provided.
- Always operate in a professional and friendly manner with both internal and external customers.
- Establish positive business relationships both internally and externally.
About You:
- Clear communication skills/ 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 with experience with working Microsoft 365 platforms.
- Effective team player and experience in managing a team is essential.
- Monitor and ensure compliance with ISO procedures and implement any changes required following the correct guidelines.
- Develop and maintain resource plans to meet the demands of the Call Centre within budget.
- Monitor service levels, calls waiting, not ready time etc. and ensure Team Leaders are directing appropriately through Graphical Real Time Display system (GRTD).
- Ensure that all new starters complete induction and receive the best welcome.
- Recruit, train and ongoing development of your team.
- Drive performance of colleagues by setting appropriate stretching 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’ll be 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 in millions of lives by delivering lifesaving medicines from our network of 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 don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued goods. As part of our commitment to responsible business practices, we’re actively working to reduce our environmental impact. From modernising our delivery fleet and optimising routes to minimising waste and improving energy efficiency across our operations, we’re supporting a more sustainable future for the communities we serve. 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 any reasonable adjustments due to a disability or medical condition, please let our recruitment team know so we can support you throughout the process.
Contact Care Supervisor in Warrington employer: AAH Pharmaceuticals
AAH Pharmaceuticals is an outstanding employer, offering a dynamic work environment in Stoke-on-Trent where you can lead a dedicated team and make a real impact on customer service excellence. With a strong commitment to employee development and progression within the UK's largest pharmaceutical distribution network, AAH fosters a culture of continuous learning and support, ensuring that every team member has the opportunity to thrive and grow in their career.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Care Supervisor in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AAH Pharmaceuticals. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AAH Pharmaceuticals before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Care Supervisor in Warrington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AAH Pharmaceuticals:Your cover letter is your chance to shine! Tell us why you want to work at AAH Pharmaceuticals specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AAH Pharmaceuticals!
How to prepare for a job interview at AAH Pharmaceuticals
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
