Customer Service Manager (Healthcare / Contact Centre)

EasyWeb Group
£27,119.53 per annum
15 Feb 2019
15 Mar 2019
Candidate Services
Contract Type
Full Time
Customer Service Manager (Healthcare / Contact Centre) 

Tunstall’s vision is to give people the freedom to live as independently, securely, healthily and happily as they are able. 

Tunstall Healthcare Group offers a range of Connected Care and Connected Health solutions across each of its main regions - UK, Nordics, Southern Europe, Central Europe, North America and Asia-Pacific. 

Tunstall Response was established in 1986, and currently provides monitoring services to more than 130 local authorities, housing providers, health organisations, and charities across the UK. Based in dedicated premises near Doncaster, close to Tunstall Healthcare headquarters, Tunstall Response provides 24 hour a day, 365 day a year community alarm, telecare and telehealth monitoring. 

Position: Team Manager 
Location: Doncaster 
Job type: Full Time, Permanent 
Hours: 37.5 hours per week, Shift Pattern: 7am - 7pm (3 on, 3 off, 3 on, 2 off, 2 on, 3 off) 
Salary: £27,119.53 per annum 
Benefits: Fantastic feeling of community in our newly renovated office Hot & cold beverages onsite Pension scheme Free Parking; sick pay, discounts for restaurants / entertainment / leisure, life assurance, annual pay review, free eye tests (contributions towards glasses), cycle to work scheme, childcare vouchers, cash for employee referrals, ongoing learning, onsite training with self-development facilities, recognition for length of service / personal milestones, quiz nights, charity fundraising events (we love having fun), study sponsorship and the ability to "buy / sell" extra holidays. 

About the role: 

The Team Manager will manage, lead and motivate team / shift of Response Operators, ensuring that team and centre (including alarm call monitoring, disaster recovery, Telehealth monitoring and out of hours repairs) run in line with Company procedures. They will be responsible for keeping us to set plan according to resources, scheduling, adherence and see to that we reach our KPIs towards SLAs. 


- Assist the Response Operations Manager in his / her duties in first line management capacity 
- To receive and respond to calls from service users 
- Monitor calls as part of the Company’s plan to improve quality, minimise errors and track operator performance 
- Maintain the Response Centre database, in full observance of the Data Protection Act 
- Assist the Response Deputy Manager for staff recruitment following all necessary procedures 
- Maintain full training records for all Response operators; plan training for new recruits and oversee on-going training for new procedures, new customers etc 
- Intervene in a supportive & sympathetic manner when a team member is having difficulties with a call, whilst ensuring professionalism at all times 
- Providing guidance on how to improve adherence scores to all relevant parties 
- Ensuring that real time processes and reporting methods are timely and accurate 
- Analysing results in both live and historical periods with a view to boosting performance 
- Work closely with our Resource Planners to ensure seamless management of schedules in both the pre-live and live environments 

About you: 

- Previous supervisory experience is desirable 
- Possession of a relevant qualification such NEBSM / ILM Certificate or equivalent is desirable 
- Strong working knowledge of resource management / planning methodologies within a contact centre environment would be advantageous 
- Ability to re-schedule (short term) or optimise schedules released on the day 
- Excellent analytic skills 
- Excellent communications skills to people of all levels. 
- Computer literate with good keyboard skills; Intermediate Word and Excel 
- Demonstrable management / leadership skills; ability to motivate & support team to achieve KPI’s whilst remaining professional at all times 
- Excellent telephone manner– must be able to communicate clearly with service users / customer – internal & external 
- Able to work shifts 
- Strong communication / interpersonal skills 
- A solid understanding of key contact centre metrics and experience of Real Time / Intraday activities 

You may have experience of the following: Customer Service Team Leader, Customer Service Supervisor, Customer Service Manager, Contact Centre Team Leader, Contact Centre Supervisor, Operations Supervisor, Contact Centre, Response Centre, Charity, Healthcare, Contact Centre Analyst, Dialler Analyst, Charities, NFP, Not for Profit, Third Sector, etc.

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