Team Leader Customer Services

HOW YOU WILL MAKE A DIFFERENCE

About you:

Do you want to spend your working time making a difference in the world around you? Are you passionate about helping our incredible health service and healthcare providers make a difference? Do you care about keeping vulnerable patients safe? If so, then a career with STERIS Healthcare could be a great fit for you.

About Us:

STERIS, a leading global provider of products and services are looking for a high performing, motivated Customer Service Team Leader

This role is fundamental to the success of the UK service business and acts as a senior person with overall responsibility to manage the scheduling & dispatching functions and service related tasks in line with the departments KPI’s.  

This role’s purpose is to support STERIS’s vision in creating a healthier and safer world by managing STERIS customer contract and non-contract needs and recruiting, supporting and coaching team members to ensure we meet customer expectations and requirements.

What is involved

Hiring, developing and coaching team members and acting as a point of contact for support. This includes direct line management and training of new hires

Distribute work to team members ensuring workload is managed and completed in a timely manner

Manage scheduling and dispatching of field service engineers for field repairs

Manage scheduling and dispatching of field service engineers for contracted scheduled works

Assist team members with scheduling of field service engineers

Process contract and non-contract orders into Service Management System / ERP system ensuring accurate entry of information and pricing.

Managing and responding to customer queries relating to service topics

Manage trunk stock inventory process for Backoffice element of process 

Oversee backorder process and work with distribution and purchasing departments through to resolution

Generate quotes for non-contract works / orders

Manage external customer portals

Manage and participate in centralised email mailbox

Participate in management meetings to provide team updates and performance against KPI’s

Participate in customer facing meetings

Any other duties deemed reasonable

Required Experience

Experience working in an office based customer service environment

Comfortable with data analysis and numerical reasoning

Ability to prioritise workload and manage several tasks concurrently

Previous management experience in a customer focused service support role

Previous experience using ERP / Service Management Systems. Ideally Oracle / SIEBEL

Previous experience working within a supervisory or line management role

Experience working within medical device organisation

Understanding of problem solving principles and techniques

Excellent skill level and experience of using IT tools:

• Excel 
• Word
• PowerPoint
• Outlook