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• Ilford
• Posted 2nd Jul 2009
• 
• Posted by: Lloyd Recruitment - Croydon
• Salary: £18K-£22K
• Job Type: Permanent
• Address: 19 Park Street
  Croydon
  CR0 1YD
  
• Contact: 0208 774 1010
• Reference: CSTM GM
• This job has been viewed 1477 times since it was posted.

Job Description

Senior Customer Service

The role will be responsible for:

• Active day to day management of the customer service administration team at head office

• Compliance of customer service SLA’s for answering incoming and outgoing calls to our clients and patients for the administration team

• Compliance of customer service SLA’s for responding to incoming emails and correspondence, compliance of SLA’s for outgoing emails and correspondence for the administration team

• Monitoring and feedback to senior management of administration staff performance in relation to KPI’s set, including offsite senior administrators regarding duties and KPI’s set

• In conjunction with senior management, conduct staff performance reviews

• Handling and troubleshooting immediate client and patient complaints and subsequent reporting to senior management thereof

• Producing reports for senior management

• Liaise with other departments concerning information produced for SLA’s

• Participation in the recruitment of administration staff

• Ensuring the smooth running of the administration office

• General office duties

The Candidate

Ideal applicants will have at least one years experience of a team leading role within an office based customer focussed environment.

Applicants will have excellent communication skills, verbal and written, a positive attitude and a willing to help nature. A minimum of 4 GCSE’s, with grade C or above for both English and Maths are also required.

As this role will be working with a busy team, the ability to be a team player is required as well as the capability to lead by example and having a strong desire to provide overall excellent customer service.

As well as having general office skills gained from an office based environment, intermediate to advanced knowledge of MS Windows, Excel, Outlook and Web browsing are important as is experience of using an in house database.