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StaffDirect Customer Service Supervisor



People & HR, Customer Service, Operations
richmond, uk
Posted on Monday, July 1, 2024

StaffDirect Customer Service SupervisorJob Description

Company Profile

RLDatix is on a mission to change healthcare. We help organisations drive safer, more efficient care by providing governance, risk, compliance, and workforce management tools that drive overall improvement and safety. Our suite of cloud-based software helps organisations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively.

RLDatix is truly global, with over 1,400 employees worldwide in the UK, Europe, Middle East, Australia, Canada, and the United States allowing us to be at the forefront of global patient safety and Governance, Risk, and Compliance movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We’re always looking for people who are passionate about making a positive change in healthcare to join our team. Come and make an impact in a growing organisation committed to patient care!

The Role

The StaffDirect Customer Service Supervisor is part of the Customer Support Service and is responsible for the line management of the Payroll and Support function.

The overall purpose of the role is to manage the staff within the payroll function to ensure the timely, accurate, and confidential processing and reporting of payroll. In addition, the role is responsible for ensuring that the appropriate financial processes and procedures are established and followed to achieve efficient and timely operations. Provide supervision of team members. Ensure any queries directed to the team are managed per the client’s and StaffDirect’s expectations.

It is also responsible for handling more complex issues experienced by our customer base with Direct engagement solutions.

This role works alongside other Support Team Leaders in adhering to Service Level Agreements, meeting agreed KPIs, managing key Stakeholders and being the point of escalation for Customers using these services.

Principal Job Elements & Responsibilities

  • Providing management of our payroll and support teams, ensuring overall delivery of the functions for our customer base, through maintaining SLAs and KPIs.

  • Ensuring Payroll Compliance for the organisation, providing guidance for more junior team members.

  • Balancing the payroll accounts by resolving payroll discrepancies.

  • Proactive, organised and sound analytical/problem-solving skills.

  • Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve the best performance to meet the company’s needs.

  • Managing your team to deliver customers’ needs and to continually improve your team’s efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement.

  • Manage incidents via the Service Management Tool as well as provide an escalation point for both the support and payroll teams in addition to the wider business.

  • To drive a culture of continual process improvement within the teams and the wider Service.

  • Ensure the business is protected by ensuring you and your teams maintain the highest standards of confidentiality.

  • Oversee bank accounting in respect of payroll escrow accounts.

Core Competencies

  • Leadership/Management - Provide leadership and direction to the department. Establish and oversee the adoption of the support department’s vision, goals and objectives at all levels. In this leadership role, ensure that customer support service needs are correctly prioritised to ensure the necessary allocation of resources. Will also ensure that customer support activities are seen to deliver measurable and significant value to the businesses and meet Customer Service Level Agreements. Plays a mentorship role to key customer support personnel by assisting in the execution of their duties upon request, ensuring constant sharpening of their skills and continued growth.

  • Problem Solving and Decision Making – Gathers, verifies, and assesses all appropriate and available information to gain an accurate understanding of situations. Considers a range of possible options, evaluating evidence and seeking advice where appropriate. Makes clear, timely, justifiable decisions, reviewing these as necessary. Balances risks, costs, and benefits, thinking about the wider impact of decisions. Exercises discretion and applies professional judgement, ensuring actions and decisions are proportionate and in the interest of the relevant stakeholders.

  • Communication – Effective communication skills suitable for the management of and liaison with colleagues within the team and senior management, both on a one-to-one and one-to-many basis. Demonstrate effective communication, both orally and in writing, with colleagues and customers including producing reports, preparing, organising and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussions.

  • Planning and Organising – Effective at determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems. Must manage the field of responsibility within allocated budgets and be able to plan and forecast future budgets based on business priorities.

  • Analytical Thinking – Effective at acquiring an understanding of a problem or situation and developing an approach to interacting with the situation.

  • Industry Trends & Developments – Must take initiative to ensure technical skills and specialisations are kept up to date in line with industry developments and ensure that all relevant skill sets are current.

Skills, Knowledge, Qualifications and Experience

  • Ability to liaise with stakeholders and manage expectations.

  • Able to articulate complicated information to non-Payroll experts.

  • Recruitment Agency & NHS experience is useful.

  • A high level of literacy and numeracy is required and a high level of attention to detail and data entry accuracy.

  • Knowledge of customer service principles & practices.

  • Proficient in computer applications with an understanding of using Microsoft Office with an emphasis on Excel, SharePoint & Word.

  • CIPP preferred but by no means essential.