Customer Care Team Leader Full Time

Requistion ID: 82555

Wellspect Healthcare is a leading global provider of innovative medical devices that help people suffering from urinary retention or chronic constipation. More than 1 000 employees around the world are dedicated to making a difference to people who need our products and services. Wellspect is one of the worlds’ leading manufacturers of intermittent urinary catheters, with LoFric® as the most known brand. As a help to those with chronic or severe constipation Wellspect has developed what likely is the world’s most advanced irrigation system, Navina™, combining a high degree of user convenience, clinical effectiveness and connectivity into one smart system. Wellspect strives to become climate neutral and leave the smallest possible environmental footprint. The company, with headquarters in Mölndal, Sweden, is present in more than 30 countries, and part of Dentsply Sirona, the worlds´ largest manufacturer of professional dental technologies. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information.

Customer Care Team Leader

Reporting to the Customer Service Manager, we are looking for our new Customer Care Team Leader to be working in the office, in Stonehouse, Glo.

Responsibilities

• Monitors and manages an effective Customer Care Team with other Select Team leader
• Demonstrate a strong commercial awareness and highlights / assists with implementing tactical changes to the Customer Service & Care teams to reflect the changes in the NHS
• Responsible for departmental financial reporting at month / year end
• Maintains and manages an effective Inbound & outbound Customer Care team, monitoring performance, having regular one to ones and implementing development plans when required
• Implement a cross training plan to incorporate the Customer Service function to work with Select Customer care and cross training to bring efficiencies across the departments
• Support team by taking customer orders, arranging collections and deliveries, processing prescriptions and all other tasks carried out by the team
• Monitors and develops existing processes and protocol in line with changing business needs and regulations within the industry
• Responsible for ensuring Department Work Instructions are kept up to date and reviewed on an annual basis
• Manage escalated and highly complex complaints and taking appropriate action to resolution putting actions plans in place to improve service delivery
• Month / Year end reporting: including KPI and Leading Indicator information, price changes, new product set ups and end of month reporting working with Customer Service Manager and Warehouse Team Leaders

Profile required

• Experience in dealing with customers via phone & e-mail to solve all queries
• Minimum of 3 years experience of managing team
• Experience of, and ability to demonstrate delivering Customer Service excellence
• Demonstrated ability to review processes and procedures
• Computer literature Word, Ecel, Outlook, PowerPoint and all internal systems
• Good people skills
• Works well under pressure
• A high level of accuracy and an eye for detail
• Able to present to various audiences
• Proven ability to meet tight deadlines
• Proven ability to prioritise your work and the teams workloads

Benefits

• Additional leave
• Casual dress
• Company events
• Company pension
• Health & wellbeing programme
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay