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 your Patient Services team.

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.


  • Providing excellent customer service in line with departmental standards, procedures and guidelines
  • To proactively manage your team on a day to day basis to ensure consistent delivery of a first class service whilst achieving company results
  • Managing all assigned team including ,but not limited to, leadership, recruitment, induction, motivation, retention, appraisals and performance management
  • To promote products at every opportunity
  • Increase retention by building strong relationships with patients
  • Have full knowledge of all procedures within the department
  • Supporting Patient Services Manager at all times
  • Understand and uphold all systems within the department
  • Daily running of allocated team
  • Ensuring all team members work to targets as set by you in line with company targets
  • To provide reports as required by manager
  • Coach and develop all staff
  • Completing and assisting with projects
  • Management of complaints in an efficient manner to minimise customer dissatisfaction
  • 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 working relationships with team & all departments and department heads
  • Perform any other tasks reasonably requested by the company as required


  • Excellent customer service skills together with an excellent telephone manner
  • Strong and proven knowledge of the sales process
  • Possess and able to demonstrate excellent organisational skills
  • Leadership skills
  • Proven experience of managing a team within a busy environment
  • Ability to work to and driven to achieve targets
  • Able to drive team to succeed and meet 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 communication, oral and written, skills
  • Able to work under pressure
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