Customer Operations Team Manager

Do you have a passion for working with people and have natural leadership skills such an influencing, motivating and engaging well with others? This exciting role requires someone who is a positive, self-motivated individual; you will be responsible for supporting your team to provide the best customer service to our customers and work with colleagues at all levels to provide strong and clear leadership for your team, managing all areas of performance and ensuring that team objectives are achieved.

You should have previous experience within a target driven environment and a passion for proactively improving quality and performance. You will ensure a continuous improvement culture exists within the team and as a result establish new working practices leading to performance improvements, enhanced customer service and reduced costs.

This is open to both Bridge House and Hesketh House sites. Office working is required.

What do we offer?

• 27 days leave (increasing with length of service)
• Flexible working
• Flexi time
• Hybrid working model (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts, including access to a Blue Light Card
• The role includes managing a contact centre team or back-office functions to enable staff to deliver a high-quality efficient services to patients and customers.
• Liaising with Workforce Management (where appropriate) to monitor workload to ensure adequate resources are available.
• Contribute to building team spirit and aiding others to succeed
• Provide help and guidance to call centre agents, tailoring conversations to their needs.
• Take an active part in coaching sessions and meetings with managers and your team, working collaboratively to identify improvements
• Working on computer systems, accurately inputting, updating and amending information

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.

You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We’re behind these, and much more.

Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women’s networks help our colleagues to be their authentic selves at work.

At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities and can discuss the available options with you at the interview stage.

We are the NHS delivering for the NHS.

• Ensure that team objectives are developed and owned that, in turn fully support the overall Customer Operations objectives including reporting on progress of individual/ team objectives at regular intervals.
• In conjunction with the Workforce Management Team make flexible use of resources to meet all customer demands and quality targets. Assess and ensure that workflow issues are resolved and resourced in a collaborative and effective manner.
• Liaising with Workforce Management (where appropriate) to monitor workload to ensure adequate resources are available.
• Identify potential improvements and assist in implementing key changes within customer operations whilst supporting our service plan to deliver high quality efficient services to our customers and patients.
• Lead by example providing exemplary customer focus, setting, and promoting the highest standards of behaviour across the department. This will be in line with the NHSBSA values and behaviours.
• Monitoring all communication methods to improve quality, minimise errors and track performance. Carry our regular 1-2-1’s, coaching and performance reviews giving objective and constructive feedback.
• Identify and secure appropriate interventions necessary to improve the competence and ability of individuals to meet performance and quality standards.
• Coach and develop the individuals in your team, identifying potential and supporting progression of all roles within Customer Operations.
• Promote continuous improvement within Customer Operations, managing change and supporting staff as necessary to improve the performance of the team.
• Identify and secure appropriate interventions, e.g., training, coaching and/or mentoring, necessary to improve the competence and ability of individuals to meet performance and quality standards.
• Communicates effectively with internal/external customers, resolving queries and dealing with escalated enquiries to provide an excellent level of customer service.
• Take responsibility for your workload and that of the team, using your initiative and managing your time.
• Make effective and timely use of all relevant HR policies to support performance management and implement policies in accordance with the values and behaviours promoted by the NHSBSA
• Be observant to health and safety requirements and encourage staff to comply with published guidelines.
• To have project management involvement in implementing process improvement.
• Participate in the recruitment process by interviewing and selecting staff as well as the induction process if required.
• Effectively manage and embed change with your staff and the wider organisation.
• Undertake such other duties as may be required commensurate with the pay band and experience.