Contact Centre Team Leader

This role is in support of Cencora's wholesale distribution services in Europe operating through our Alliance Healthcare business., Responsible for assisting the Customer Services Dispensing Manager with the daily running of the Contact Centre. Assisting in the Management of the daily running of the contact centre; Monitoring random calls and processes to improve quality, minimise errors and track operative performance. Ensure that calls are answered by staff within agreed time scales and in an appropriate manner and that all orders received by email and online portals are worked within the various deadlines throughout the day. Oversea calls and emails from customers, e.g. queries, requests, orders and complaints are dealt with in a professional and timely manner.,

• Provide customer care at the highest level to ensure maximum customer satisfaction
• Ensure that calls are answered and orders processed by contact centre staff within agreed time scales and in an appropriate manner
• Ensure that customer queries are resolved and that progress is reported back to the customer within agreed timescales
• To assist in the recruitment, training and support of contact centre staff to ensure they are completing all tasks correctly and meeting pre-agreed deadlines
• Monitor calls/processes and provide feedback and training to contact centre staff
• Monitoring and driving contact centre staff to meet targets as well as planning areas of improvement or development
• Advise Customer Services Dispensing Manager of any instance requiring special action
• The ability to handle complaints and difficult situations in a patient, calm and effective way handling the most complex customer complaints or enquiries
• Provide customer feedback to the Customer Services Dispensing Manager and agree actions where required
• Provide status reports for meetings sharing updated progress. Recording statistics, user rates and the performance levels of the centre and preparing reports
• Ensuring that confidentiality of customer information is maintained in line with regulatory requirements
• Continuous update of product knowledge and training to assist and support the team
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  To enhance the quality of our customer experience through better understanding their needs and ensuring the Contact Centre team are able to demonstrate how we are meeting these needs. Ability to gain commitment - Using appropriate interpersonal styles and techniques to deal with customer complaints, queries or other information requests, modifying one's own behaviour to accommodate tasks, situations, and individuals involved
Innovation and Creativity: Build good understanding of internal systems to be able to deliver key objectives Autonomy and Independence: Establish concrete service level and response time objectives that everybody knows, understands and accepts,
• Excellent verbal and written communication skills, including rapport building
• A responsible attitude
• Good 'people skills' for building relationships with colleagues at all levels with the ability to motivate people
• The ability to plan and prioritise your own work and other people's
• Calmness under pressure
• Decision-making ability
• Accurate record keeping
• IT skills
• Demonstrable experience in leading a team
• Results and achievement orientated
• Highly motivated, proactive and flexible
• Open to giving and receiving constructive feedback
• Demonstrable customer focus
• Problem solving and decision making skills
• Can work to deadlines with efficiency and accuracy
• Experienced in a Contact Centre Environment
All staff are expected to understand the principles of Good Distribution Practice of Medical products for Human use (2013/C 343/01) which is reflected in our SOP - REF Chapter 1 NWOS GDP 1.1. It will be a requirement for all staff to be trained in this SOP and have an annual refresher. All other GDP training will be job specific and as per your personal training matrix.

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!