Customer Service Team Leader – Sligo

Job title:

Customer Service Team Leader – Sligo

Company

Allcare Pharmacy

Job description

Customer Service Team LeaderSligoPermanent RoleObjective
To lead an effective Customer Service Team. Assisting in the support and management of all Customer Service Representatives, to ensure continued focus on delivering “Best in class” customer service to all Uniphar customers.ResponsibilitiesLeadership and Communication:

• This role requires a balance of leadership and customer service expertise to ensure high levels of customer satisfaction, supporting a culture of collaboration and open communication within the team.
• Encourage teamwork, creating an environment where teams feel comfortable raising concerns or suggestions for improvement, and sharing best practices.
• Motivate the team, by showing commitment and enthusiasm for your role.
• Demonstrate energy and focus to drive team performance.
• Provide clear and concise team and individual performance updates as required.
• Full Customer Service team and Mini (Task) team meetings to be constructive and positive – focused on the week month ahead.

Recruitment and Training:

• Focused provision of coaching and mentoring to all team members, to consistently achieve service levels for all Uniphar customers internally and externally.
• Provide cross training, preparing evaluations and feedback to individuals on a timely and scheduled basis.
• Ensure correct steps are taken to progress agent and team strengths, providing additional support where performance improvement is needed.
• Manage issues and team challenges, escalating appropriately.
• Recognise individual and team success.

Quality and Measurement:

• Implement and monitor quality assurance practices to ensure customer interactions (via phone, email or interfaces) meet the company’s service standards.
• Conduct regular reviews of customer interactions, identifying areas for improvement, and maintain consistency in service and task delivery.
• Ensure all team tasks – Managed Inboxes, Order Processing, Call Handling, Complaint Handling and Account Support processes are handled promptly and accurately.
• Prepare and analyse agreed business reports on call handling, order processing, customer query creation and account support, to ensure business service levels are consistently achieved.

Team Planning and Scheduling:

• Roster – Ensure effective team time management, scheduling lunches and breaks to ensure customer demand is met, and the department has full cover 09:00-17:00, Monday to Friday.
• Roster – Delegate tasks when team members are out of the business to ensure smooth running of the team.
• Roster – Work with manager to ensure department holidays and medical days are managed effectively, maintaining the team roster and workday system.
• Roster – Conduct return to work meetings when necessary and within the HR Policy.

Requirements:

• Minimum of 3 years’ experience in a customer service role, with at least 2 years in a senior team position.
• Strong leadership and management skills – representing the team at a business level.
• Problem-solving mindset, with a focus on customer satisfaction, operational efficiency, with an eye for detail and quality service provision.
• Ability to remain calm under pressure and resolve conflicts effectively.
• Detail-oriented and organised, with the ability to multitask and prioritise effectively.
• Proficient in MS Office (Outlook, Excel, Word and Powerpoint).
• Perform any additional tasks or special projects as assigned by the department manager.

Uniphar – Who we areWith a workforce of more than 3000 employees spread across Ireland, United Kingdom, Mainland Europe, MENA, and the USA, Uniphar is a trusted global partner to pharma and MedTech manufacturers, working to improve patient access to medicines around the world. Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our highly expert teams. Uniphar is organised into three key divisions: Supply Chain Retail & On Demand, Uniphar Med Tech and Uniphar Pharma.Supply Chain & RetailSupply Chain Services provides both pre-wholesale and wholesale distribution of pharmaceutical, healthcare and animal health products to pharmacies and hospital nationwide. The business supports a diverse customer base through the provision of strong service levels coupled with innovative commercial initiatives. In addition, the business provides services and supports that help independent community pharmacy to compete more effectively in an increasingly difficult environment and runs a network of Uniphar-owned pharmacies under the Life, Allcare, McCauleys and Hickeys symbol brands.Pharma – On DemandThe On-Demand business is a specialist medical supply business that sources and distributes pharmaceuticals, medical equipment, and consumable supplies to healthcare professionals in over 160 countries worldwide. We have offices in Ireland, UK, Europe, USA and New Zealand. The company’s main divisions encompass everything from International Sales through Sales to NGO’s and Charities, Clinical Trials Supply, Imported (Unlicensed Medicines), Sexual Health Supplies, and the storage and distribution of medical products and devices for third parties.Click here to find out more:Culture at UnipharUniphar is a combination of many businesses each with its own identity, culture, values, and ways of working. Our overarching culture narrative is inclusive of each of these stores. Uniphar lives and breathes four key pillars which unpin and support our culture.We have a people first approach – we do the right thing. We support entrepreneurial spirit where adaptability, commitment & resilience is embodied in our way of working. We have a Common Purpose that connects our diversified businesses and people. Finally, Trust is at the heart of how we operate.Everything Uniphar does is enabled by our people and as we continue to grow domestically and internationally, we become more diverse. This diversity fuels our business and culture.SustainabilitySustainability is at the core of what we do and is deeply embedded in our business strategy. We want to contribute positively to the people and the world around us. Running our business in a sustainable way ensures that Uniphar will continue to prosper in the long-term. We are focused on ensuring that each of the five pillars of our sustainability strategy are a fundamental part of our decision-making process.If you believe that you meet most of the criteria above, we encourage you to apply. We are an equal opportunities employer and will ensure any reasonable accommodations are implemented as part of the recruitment and selection process.#unipharsupplychainretail

Expected salary

Location

Sligo

Job date

Thu, 16 Jan 2025 07:40:16 GMT

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