Customer Care Team Leader

Job summary

This vacancy is not eligible for Visa Sponsorship. Please do not apply unless you have another means of establishing a right to work.

This is an exciting opportunity to lead a team of dedicated administrative colleagues responsible for the ordering, dispatch and general administration work within Tissue and Eye Services.

You will play an active role in the day-to-day running of a busy department tasked with processing large amounts of work accurately, and within agreed timescales. This role is an excellent opportunity for someone wanting to develop their leadership and management skills, assisting with the daily running of the team, as well as supervision and monthly one to one meetings with administrators and senior advisors.

This is a very emotive but very rewarding and worthwhile role in supporting the organisation in achieving its strategy to provide tissue, ocular, heart valve and serum eye drop products to hospitals and patients on time and in full. You will undertake an extensive induction and training programme and receive ongoing development to support you in your role and achieving your career ambitions.

Main duties of the job

In this role you will provide Business Support to the Tissues Service with specific focus on Customer Care development and sales administration. Your responsibilities will include:

• Managing the customer care administration team ensuring that the workload is proactively managed, customer relationships are further developed and that objectives and targets are met by the team.
• Managing the maintenance and development of relationships with existing, new and potential customers via the Customer Care teams business contact with customers (clinicians and patients).
• Handling, reviewing and reporting on customer compliments and complaints to time sensitive deadlines.
• Implementing and continuous improvement of the Customer Relationship Management systems (CRM).
• Communicating with senior managers within tissue services on the business performance of the customer care team against key performance targets for all service lines.
• Producing operational processes for the team and contribute to the wider development of policy within tissue services.
• Managing staff in relation to recruitment, retention, attendance, training and induction, personal development plans and performance.
• Liaising closely with production, sales and marketing and hospital service teams to ensure effective stock management to meet the needs of customers and clients.

About us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you'll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary - donate blood, blood products, organs, tissues, or stem cells to save someone in need.

Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever.

You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.