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For Companies At a Glance
- Tasks: Lead and motivate a team to deliver exceptional customer service and improve client experiences.
- Company: Join Fittleworth Medical, a leading home dispensing service provider with a focus on growth.
- Benefits: Enjoy competitive salary, life insurance, pension scheme, and flexible working options.
- Why this job: Make a real impact in healthcare by shaping a high-performing customer service culture.
- Qualifications: Proven experience in managing teams and delivering outstanding customer service.
- Other info: Be part of a dynamic team with opportunities for personal and professional development.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Overview
Hours Full Time- 37.5, Monday to Friday, Shifts scheduled between 08:00-18:00
Role Summary The Customer Service Team Leader is responsible for leading and motivating a team of Customer Service Advisors, ensuring the accurate and timely processing of client orders while delivering an exceptional customer experience. This role plays a key part in shaping and maintaining a best-in-class service for the healthcare professionals and clients we support. The Team Leader will drive continuous improvement, support team development, and actively contribute to building a high-performing, customer-focused culture.
Key responsibilities
- Take ownership of daily, weekly and monthly planning, prioritising the resources available ensuring the team are working effectively and efficiently
- Create and set KPI’s and objectives to deliver the department strategy and overall business plan
- Motivate and lead the team to deliver excellent quality and productivity ensuring clients and healthcare professionals expectations are met
- Give clear and timely direction to the team to ensure that all services are provided in accordance with current legislation / NHS guidelines and Company process and policy
- Prepare prescriptions for month end process to be submitted for payment
- Continually look for and suggest ways we can improve the service we provide to healthcare professionals and our mutual clients
- Apply flexibility to fulfil the requirements of the department and the business
- Support the team as needed, including inbound/outbound calls, script processing and recovery
- Provide regular support and cover when required for other Team Leaders
- Ensure customer queries are answered with an aim of first-time resolution
- Actively promote Fittleworth to internal and external customers always demonstrating the Values
- Advocate and adhere to all Health and Safety policies and lead by example
- Any other reasonable duties as requested by your Manger, Director or the Company Director Team in their absence
- Key holder responsibilities for opening and closing of the building
- Highlight any training requirements and work with the Quality Control and Training Co-ordinator to encourage development
- Recognise talent within the team and ensure that PDPs are in place and supported
- Continuously offer coaching and support to develop the team · Conduct appraisals and monthly 1:1’s
- Hold monthly team meetings with clear agendas and outcomes
- Manage all aspects of the team’s performance by actively encouraging all KPI’s are met
- Support the team with recruitment
- Organise the team rota, monitor and manage absence, team performance and behaviours
- Lead by example in adhering to all company policies and procedures and demonstrating positive behaviours
- Ensure integrity is always maintained
- Responsible for driving increased employee engagement participation and results working with the other Team Leaders to implement successful initiatives
People management
- Highlight any training requirements and work with the Quality Control and Training Co-ordinator to encourage development
- Recognise talent within the team and ensure that PDPs are in place and supported
- Continuously offer coaching and support to develop the team · Conduct appraisals and monthly 1:1’s
- Hold monthly team meetings with clear agendas and outcomes
- Manage all aspects of the team’s performance by actively encouraging all KPI’s are met
- Support the team with recruitment
- Organise the team rota, monitor and manage absence, team performance and behaviours
- Lead by example in adhering to all company policies and procedures and demonstrating positive behaviours
- Ensure integrity is always maintained
- Responsible for driving increased employee engagement participation and results working with the other Team Leaders to implement successful initiatives
Skills
- Excellent customer service skills with a focus on delivering a positive client experience
- Self-motivated with a strong determination to succeed
- Results-oriented, with a proactive approach to meeting and exceeding targets
- Able to effectively multitask and stay composed in a fast-paced environment
- Strong collaborator who works well with others to achieve shared goals
- Highly organised with the ability to set clear priorities and manage time efficiently
- Brings positive energy and a can-do attitude to the team
- Clear, concise, and confident communicator across all levels
- A true team player who makes decisions in the best interest of the department
- Comfortable communicating with customers across a variety of platforms (e.g. phone, email, online)
Experience
- Proven experience in successfully managing and leading a team within a customer service or service-focused environment
- Passionate and motivated customer service professional with a strong track record of achieving results while delivering exceptional service
- Demonstrated ability to effectively organise, prioritise, and manage time in a busy work setting
- Confident and competent in using Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook
About us
Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 60,000 clients across a wide range of products. Offering a cut-to-fit stoma product customisation service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide. At the heart of the business are Fittleworth’s 360 employees who live and breathe core principles to continue the Schneider legacy.
What we Offer
- Life Insurance Cover x10 Annual Salary (subject to the T&C’s of the scheme)
- Competitive full pension scheme of 8.5% employer contribution
- Employee cost of private healthcare covered with option to add family members
- A comprehensive, embedded Employee Assistance Programme
- Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre
- 25 days annual leave + bank holidays (pro-rated for part time Associates) with the option to buy and sell annual leave
- 1 Me Day, 1 Volunteer day per annum
- Enhanced support on family friendly policy
- Flexible Working
- Internal refer a friend/family scheme
AllWestSussexJobs.com is operated by All Regional Jobs Ltd
Company registration number: 08780562 | Head Office: The Skiff, 30 Cheapside, Brighton BN1 4GD
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Customer Service Team Leader employer: West Sussex.info
Contact Detail:
West Sussex.info Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Get your networking game on! Reach out to current or former employees at Fittleworth through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview like it’s a big match day! Research Fittleworth’s values and recent news. Show us that you’re not just another candidate but someone who genuinely cares about delivering exceptional customer service.
✨Tip Number 3
Practice makes perfect! Get a mate to do a mock interview with you. Focus on those key skills we’re after, like leadership and multitasking. The more comfortable you are, the better you’ll shine in the real deal.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email shows us you’re keen and professional. Plus, it keeps you fresh in our minds as we make our decision.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Team Leader role. Highlight your leadership experience and how you've motivated teams in the past. We want to see how you can bring your unique skills to our team!
Showcase Your Customer Service Skills: Since this role is all about delivering exceptional customer experiences, share specific examples of how you've gone above and beyond for clients. We love hearing about those moments where you made a real difference!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your strengths.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at West Sussex.info
✨Know Your Stuff
Before the interview, make sure you understand Fittleworth's services and values. Familiarise yourself with their customer service approach and how they support healthcare professionals. This will help you demonstrate your genuine interest in the role and the company.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to motivate and guide your team. Prepare examples of how you've successfully led teams in the past, focusing on your ability to drive performance and improve service quality. Be ready to discuss specific KPIs you've set and achieved.
✨Demonstrate Problem-Solving Abilities
Expect questions about handling difficult customer situations. Think of scenarios where you've resolved issues effectively, especially those that required quick thinking and collaboration. Highlight your proactive approach to ensuring first-time resolutions.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team's current challenges or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
