Patient Services Team Leader

You will be working for SecuriCare (Medical) Limited who are a home delivery service for stoma products.  Reporting to the Patient Services Manager you will be responsible for delivering excellent customer service through the management of one of the Patient Development Specialist teams.

Your duties will include:

  • Providing excellent customer service in line with departmental standards, procedures and guidelines
  • Managing assigned team including, but not limited to leadership, recruitment, induction, motivation, retention, appraisals and poor performance handling
  • Have full knowledge of all procedures within the department
  • Supporting the Patient Services Manager at all times
  • Understand and uphold all systems within the department
  • Ensuring all team members work to targets as set by you in line with company targets
  • To provide reports as required by the Patient Services Manager
  • Coach and develop all staff
  • Completing and assisting  with projects
  • Complaint management
  • To promote products at all opportunities
  • Maintain and enhance customer service standards
  • Ensure adequate cover on our phones at all times
  • Be able to work under own initiative with little supervision
  • Always prepared to go the extra mile
  • Build professional relationships with team and all departments and department heads
  • Perform any other tasks as reasonably requested by the company as required.

You will behave in a professional manner at all times and you will build professional relationships with customers that will enhance the Company's quality image.

Essential skills:

  • Excellent customer service skills
  • Possess and able to demonstrate excellent organisational skills
  • Leadership skills
  • Proven experience of managing a team within a busy environment
  • Ability to work to targets
  • Attention to detail with a high level of accuracy
  • Able to demonstrate initiative and work with little supervision
  • Team player
  • Proven excellent database management skills
  • Possess influential and persuasive skill set
  • Excellent telephone manner
  • Excellent communication, oral and written, skills
  • Able to work under pressure
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