At Livity Life, we’re leading the Technology Enabled Care (TEC) revolution. Using the most innovative technology and cutting-edge digital tools. We deliver a transformational service that challenges norms and delivers the very best care experience.
Job Summary
To monitor an efficient and effective, friendly and courteous day to day customer service/order processing department for all TEC Healthcare Contracts as appropriate, ensuring that high levels of customer service are delivered at all times.
Main Duties and Responsibilities
- Planning and Supporting Resource
Dynamic monitoring throughout the shift, ensuring staff levels are satisfactory at all times and arranging cover for sickness/last minute absence. Plan ahead for the next 24 hours cover. Ensure the Contact Centre Team is configured in the most effective way in response to demand and activity levels. Resource deployment to be reviewed and adjusted on an hourly basis to ensure efficient call handling. Support the team by taking calls when service demand requires it.
Ensuring an outstanding service is delivered every time through coaching & mentoring individual team members and by reviewing team performance on a regular basis. Provide support during the induction of new staff. Lead on one to one’s, and performance management processes.
- Risk Assessing & Reporting
Identifying and reporting any risk, including those of Safeguarding to our customers, escalating any safety concerns to the Contact Centre Managers using process and within set timescales. Provide daily and weekly reports to the Contact Centre Managers for review.
- Continual Service Improvement
Work with the Customer Success Supervisor to ensure any individual and team training needs are identified and addressed. Ensure all staff are working within compliance frameworks. Support with monitoring and quality of calls, ensuring live feedback is delivered to the staff members concerned.
Taking telephone calls on behalf of Customer Services Coordinators when the nature of the call has become more sensitive and requires intervention from a senior member of the team. Taking ownership for carrying out investigations, reporting back to Customers, Contact Centre Managers and the Customer Success Supervisor. Ensuring and reporting to peers and seniors any outstanding work and ensuring all stakeholders are kept up to date on any communications.
- Customer Complaints/Compliments
Provide cover in the absence of team support dealing with all complaints and carrying out investigations and reporting back to the prescriber in a timely manner.
Responsible for the daily efficient running and accounting of all administrative operational systems within the clerical area of the service. All in line with Livity Life procedures. This also includes ensuring all relevant files are kept in line with data protection policies.
Responsible for helping out in any area of the Contact Centre, which may mean other contracts when help is required. You will or may be assigned to a specific area or tasks associated with the call centre either on a permanent or temporary basis. Flexibility is therefore required to ensure that the call centre remains effective and efficient and to manage and cover for other staff in their absence. You are also expected to carry out any other duties that your Manager feels are within your capabilities and skill set.
This job description shall not limit your role, you will also be expected to carry out any other duties that your Manager feels are within your capabilities and skill set. The above information may not cover everything involved in the position but indicates the size and scope of the role and may be subject to change as the role develops.
Key Performance Indicators
- Customer Service Level Agreement as defined by the TSA accreditation.
- Assessment of calls to ensure key areas are identified for improvement
- Effective support in the management of customer service staff – annual staff turnover and staff retention target, management of staff within their job description
- Celebrating excellence, showcasing what good looks like and recognition of work well done.
Experience
Healthcare sector experience – Desirable
Skills and Knowledge
Must be able to demonstrate Supervisor skills – i.e. coaching, delegating and managing performance etc through regular reviews. – Essential
Analytical thinker able to understand data and how to interact with it. – Essential
Excellent communication skills are required to interact with internal staff, prescribers, Service Users and Senior Managers. – Essential
Must be able to work off their own initiative as well as part of a team. – Essential
Strong administrative skills – Use of the Microsoft suite and ability to learn internal systems.- Essential
Strong computer skills (excel) and communication skills
Excellent organisational and planning skills with ability to multi-task and a good eye for detail.
Knowledge of TEC services or the public sector would be beneficial
Qualifications
Any other qualification in IT or Administration would be an advantage – Not Essential
Relevant experience within TEC Contact Centre environment – Not Essential
Others
The Right to Work in the UK – Essential
Complete a DBS of either a Standard or Enhanced Level – Essential
Must be flexible, adaptable and wants to succeed in their approach to work. – Essential
