Customer Care Team Leader

Requistion ID : 82555


Wellspect Healthcare is a leading global provider of innovative medical devices that help people suffering from urinary retention or chronic constipation. More than 1 000 employees around the world are dedicated to making a difference to people who need our products and services. Wellspect is one of the worlds’ leading manufacturers of intermittent urinary catheters, with LoFric® as the most known brand. As a help to those with chronic or severe constipation Wellspect has developed what likely is the world’s most advanced irrigation system, Navina™, combining a high degree of user convenience, clinical effectiveness and connectivity into one smart system. Wellspect strives to become climate neutral and leave the smallest possible environmental footprint. The company, with headquarters in Mölndal, Sweden, is present in more than 30 countries, and part of Dentsply Sirona, the worlds´ largest manufacturer of professional dental technologies. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information.


Customer Care Team Leader

Reporting to the Customer Service Manager, we are looking for our new Customer Care Team Leader to be working in the office, in Stonehouse, Glo.
Responsibilities:
  • Monitors and manages an effective Customer Care Team with other Select Team leader
  • Demonstrate a strong commercial awareness and highlights / assists with implementing tactical changes to the Customer Service & Care teams to reflect the changes in the NHS
  • Responsible for departmental financial reporting at month / year end
  • Maintains and manages an effective Inbound & outbound Customer Care team, monitoring performance, having regular one to ones and implementing development plans when required
  • Implement a cross training plan to incorporate the Customer Service function to work with Select Customer care and cross training to bring efficiencies across the departments
  • Support team by taking customer orders, arranging collections and deliveries, processing prescriptions and all other tasks carried out by the team
  • Monitors and develops existing processes and protocol in line with changing business needs and regulations within the industry
  • Responsible for ensuring Department Work Instructions are kept up to date and reviewed on an annual basis
  • Manage escalated and highly complex complaints and taking appropriate action to resolution putting actions plans in place to improve service delivery
  • Month / Year end reporting: including KPI and Leading Indicator information, price changes, new product set ups and end of month reporting working with Customer Service Manager and Warehouse Team Leaders

Profile required
  • Experience in dealing with customers via phone & e-mail to solve all queries
  • Minimum of 3 years experience of managing team
  • Experience of, and ability to demonstrate delivering Customer Service excellence
  • Demonstrated ability to review processes and procedures
  • Computer literature Word, Ecel, Outlook, PowerPoint and all internal systems
  • Good people skills
  • Works well under pressure
  • A high level of accuracy and an eye for detail
  • Able to present to various audiences
  • Proven ability to meet tight deadlines
  • Proven ability to prioritise your work and the teams workloads

Benefits:
  • Additional leave
  • Casual dress
  • Company events
  • Company pension
  • Health & wellbeing programme
  • Life insurance
  • On-site parking
  • Private dental insurance
  • Private medical insurance
  • Referral programme
  • Sick pay

#LI-SF1


Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to . Please be sure to include “Accommodation Request” in the subject.

For additional details and questions, contact us at

Back to blog
Ads

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...