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Customer Support Team Leader (Maternity Cover)



Customer Service
Stoke-on-Trent, UK
Posted on Wednesday, July 3, 2024

Expedite and 247Time Team Leader - 12-month FTC (Maternity Cover)

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.

The Role

The Expedite and 247Time Team Leader is part of the Customer Support Service and is responsible for managing the Expedite Service, Payroll and Direct Engagement function. This is Fixed Term Contract of 12 months as maternity cover.

The overall purpose of this role is to ensure the management of 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. Supervise team members and any queries directed to the team are managed per the client’s and 247 Time’s expectations. Ensure the Insurance Checks and Expense Receipts are validated within the SLA timeframe.

There will be a requirement to escalate any breaches to Clients and Internal Stakeholders alongside mitigation plans. It is also responsible for handling more complex issues experienced by our customer base with Direct engagement solutions.

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

Principal Job Elements & Responsibilities:

  • Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.
  • Manage our payroll and support teams, ensuring overall delivery of the functions for our customer base, through maintaining SLAs and KPIs.
  • 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.
  • 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.
  • Managing the team in delivering customers’ needs and to continually improve the efficiency and effectiveness of the team. In addition, continue to build a positive team culture with strong positive engagement.
  • Manage requests via the Service Management Tool as well as provide an escalation point for both the support and payroll teams in line with 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.
  • 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.
  • 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.
  • Building Relationships – Able to develop effective relationships with RLDatix colleagues and customers. Able to respond appropriately to feedback.
  • Innovation, Flexibility and Adaptability – Undertake tasks with a positive attitude and respond well to management and customer requests. Must be prepared to meet business goals and respond well to change.
  • Skills, Knowledge, Qualifications and Experience:
  • Qualifications – professional certification for the management of service and support functions desirable (ITIL, Service Desk Institute) etc.
  • Ability to liaise with stakeholders and manage expectations.
  • Able to articulate complicated information to non-payroll experts.
  • Experience – Experienced and conversant in-Service Level Agreements and Operational Schedules. Experience in leading and developing a support team both within a managed services environment and with on-premise deployments. Aware of industry trends and innovation. Recruitment Agency & NHS experience is useful.
  • Training – Experience/knowledge of healthcare IT or workforce management desirable.
  • A prominent 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 Microsoft Office with an emphasis on Excel, SharePoint & Word.
  • CIPP preferred but by no means essential.