Contact Centre Team Leader in Leigh

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Job Details: This role is in support of Cencora's wholesale distribution services in Europe operating through our Alliance Healthcare business.

Job Purpose: Responsible for assisting the Customer Services Dispensing Manager with the daily running of the Contact Centre. Assisting in the Management of the daily running of the contact centre; Monitoring random calls and processes to improve quality, minimise errors and track operative performance. Ensure that calls are answered by staff within agreed time scales and in an appropriate manner and that all orders received by email and online portals are worked within the various deadlines throughout the day. Oversee calls and emails from customers, e.g. queries, requests, orders and complaints are dealt with in a professional and timely manner.

Role Complexity: To enhance the quality of our customer experience through better understanding their needs and ensuring the Contact Centre team are able to demonstrate how we are meeting these needs. Ability to gain commitment – Using appropriate interpersonal styles and techniques to deal with customer complaints, queries or other information requests, modifying one’s own behaviour to accommodate tasks, situations, and individuals involved.

Innovation and Creativity: Build good understanding of internal systems to be able to deliver key objectives.

Autonomy and Independence: Establish concrete service level and response time objectives that everybody knows, understands and accepts.

Informing and Advising Others: Ensure appropriate tracking systems are updated to demonstrate key deliverables. Have the ability to compile key information from various areas of the business to establish customers’ position with the business prior to calling.

Principle Accountabilities:

• Provide customer care at the highest level to ensure maximum customer satisfaction.
• Ensure that calls are answered and orders processed by contact centre staff within agreed time scales and in an appropriate manner.
• Ensure that customer queries are resolved and that progress is reported back to the customer within agreed timescales.
• Assist in the recruitment, training and support of contact centre staff to ensure they are completing all tasks correctly and meeting pre-agreed deadlines.
• Monitor calls/processes and provide feedback and training to contact centre staff.
• Monitor and drive contact centre staff to meet targets as well as planning areas of improvement or development.
• Advise Customer Services Dispensing Manager of any instance requiring special action.
• Handle complaints and difficult situations in a patient, calm and effective way handling the most complex customer complaints or enquiries.
• Provide customer feedback to the Customer Services Dispensing Manager and agree actions where required.
• Provide status reports for meetings sharing updated progress. Recording statistics, user rates and the performance levels of the centre and preparing reports.
• Ensure that confidentiality of customer information is maintained in line with regulatory requirements.
• Continuous update of product knowledge and training to assist and support the team.

Knowledge, Skills and Experience Required:

• Excellent verbal and written communication skills, including rapport building.
• A responsible attitude.
• Good 'people skills' for building relationships with colleagues at all levels with the ability to motivate people.
• The ability to plan and prioritise your own work and other people's.
• Calmness under pressure.
• Decision-making ability.
• Accurate record keeping.
• IT skills.
• Demonstrable experience in leading a team.
• Results and achievement orientated.
• Highly motivated, proactive and flexible.
• Open to giving and receiving constructive feedback.
• Demonstrable customer focus.
• Problem solving and decision making skills.
• Can work to deadlines with efficiency and accuracy.
• Experienced in a Contact Centre Environment.

All staff are expected to understand the principles of Good Distribution Practice of Medical products for Human use (2013/C 343/01) which is reflected in our SOP – REF Chapter 1 NWOS GDP 1.1. It will be a requirement for all staff to be trained in this SOP and have an annual refresher. All other GDP training will be job specific and as per your personal training matrix.

What Cencora offers: Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis.