• Customer Service Administration Team Manager

    Location UK-East Sussex-Ringmer
    Posted Date 1 week ago(6/11/2018 8:25 AM)
    Requisition ID
    # of Openings
    Post End Date
    Job Function
    Hidden (172694)
    Job Schedule
    Regular Full-Time
    Contract Type
  • Project/Position Introduction (MAX 500 Characters)

    Health Management (a MAXIMUS Company) offers expert medical advice, dynamic health-promotion campaigns and on-site clinical support to a wide range of employers nationwide. We offer a friendly and supportive working environment and understand the importance of quality and standards.

    Job Summary

    Strategic level leadership role, accountable for the South administration team’s performance and budget achievements. Responsibility for revenue, costs and performance associated with service delivery to Clients – drives change and solutions focused to challenge teams to perform more efficiently and effectively.

    Essential Job Duties

    Create and encourage a high quality and performance driven environment empowering Team Leaders and staff take responsibility to deliver high quality services to all Clients and colleagues within agreed SLAs.

    Developing and monitoring systems, processes and metrics to drive excellence through our customer service, ensuring that the ‘customer/client’ is at the forefront of our decisions, ensuring that our processes and practices are continuing to improve so that we are and remain the ‘best’

    Ongoing process review and design to ensure we are utilising resource to its maximum efficiency - both Clinical and Admin

    Support for key projects including the outputs from the Chrysalis project and acting as  the lead for the customer services department,  driving and owning actions

    Responsibility for ensuring that the department KPIs are achieved (exceeded) daily, weekly and monthly via the Team Leader team.

    Accountable for ensuring effective communication across multiple platforms and, where necessary, to interested internal / external parties.

    Ensure adherence to company policies and procedures

    Drive individual Team Leader performance and engagement through 121 monthly reviews, managing any poor performance as per company guidelines.

    Create and ensure an environment of continual improvement throughout the teams via development, coaching, monitoring and target setting

    Attend Client meetings with the relevant Customer Service Manager to build relationships and agree improvements to services.

    Ensure complaints are investigated in line with company policy and procedures and appropriate actions are put in place and that follow up actions are taken with staff and Client to resolution (Third level and above to be highlighted to Customer Service Manager immediately).

    Ensure that all data protocols are adhered to consistently and that refresher training is undertaken by all department staff annually.

    Accountable for ensuring department resource is managed in an agile manner such that resource peaks and troughs can be easily absorbed without dips in SLA performance.

    Working closely with the implementation manager, responsibility to assist with the effective implementation and closing down of clients.

    To complete appropriate additional tasks under the direction of the Customer Service Manager

    Continually  demonstrate the core leadership values of the company

    Education and Experience Requirements

    Commercial business planning, awareness and acumen

    Budgetary management

    Strong planning and organisation skills

    Strategic Leadership experience

    Demonstrable experience of strong people management skills

    Ability to drive performance and enhance SLAs

    Change management and Analytical skills

    Influencing internal client groups

    Excellent communication skills both verbal and written

    EEO Statement

    Health Management is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.


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