Audiology Customer Service Operations Manager

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Audiology Customer Service Operations Manager - Biggleswade

Full Time - 40 hours per week

Salary - Up to £28,000 per annum

28 days holiday

Great career opportunities!

Your purpose

Responsible for the Audiology customer service operations manager for the Hub/Spoke by assisting in the smooth operation of the store and delivery of excellent customer service through accurate and efficient administration to achieve business objectives.

At Specsavers we are passionate about our people and their development. You will receive thorough and continued training and development to enhance your understanding of audiology products, so previous audiology experience is not always necessary, but a passion for fantastic customer service is a must!

You will be a key part in creating a warm and friendly atmosphere and an outstanding store environment both for our customers and our team.

You will support by your directors to inspiring the team and using KPI's to increase sales by driving excellent customer service and building strong operational brand standards

Your role -

Efficiently answer all telephone calls to the audiology business responding positively to customer enquiries and handle audiology day to day queries.

• Inform the Director / Manager of days and times where appointments are at capacity and days and times when appointment demand is weak. Supporting the management of the diary of clinics, allocating resource to ensure a diary efficiency.
• Manage cancellations and where appropriate rescheduling appointments
• Confirm appointments with patients ahead of time to ensure the smooth running of clinics
• Dealing with telephone queries and responding to online or email queries within agreed SLAs
• Having a robust triage process for effective diary management and have fantastic customer service
• Advise customers of the current promotions and any relevant product information.
• Support the Directors with ad-hoc tasks as required
• Overall control for creating and reviewing brand standards for the audiology business

General admin and compliance:

• Attending team meetings and creating and maintaining action logs/minutes
• Coordinate health and safety in conjunction with optical administrator
• Completing Hub/hear care audits
• Responsibility for document control
• Complete end of day procedures in preparation for banking
• Banking and cash handling
• Cover for Hearcare Reception Desk (includes answering phones, taking appointments, dealing with general queries etc.)

• Handling (through delegation and logging) any correspondence between 3rd parties and staff members (e.g.,

GP's- patients- clinical staff-solicitors etc.)

• Maintain problem pathways and other KPI reports
• Prepare and send out letters and memos at the request of the Store Director/Manager
• Completing/Participating in Stock takes and controls
• Coordinate arrangements for staff training.
• Rota management and maintaining efficient diaries.
• Responsible for putting systems in place to enable cover for staff absence.

Customer Service

• Ensure patient are triaged efficiently.
• Review of census to determine needs of customers.
• Completing pre-appointment calls and reminder letters
• Entering referral letters and communicating with G. P's
• Ensure the telephone is answered promptly and in the correct manner.

Essential Skills

• Excellent customer service through a polite, well-mannered, and helpful approach
• Strong organisational skills and attention to detail
• The ability to plan your own work, work on your own initiative and meet deadlines.
• The ability to manage pressure and conflicting demands and prioritise tasks and workload.
• Oral and written communication skills
• Tact, discretion, and respect for confidentiality
• Teamwork
• Experience of leading and developing a team and able to demonstrate strong team management skills and provide leadership to execute strategy.
• Excellent listing and communication skills and able to influence at all levels.
• Adaptable and open to change
• Driven and motivated to achieve targets.
• Experience of working in a fast- paced retail environment
• Passionate about providing excellent customer service.
• Able to work effectively as part od a team and delivers effective feedback where appropriate.
• Comfortable in presenting information to other team members e.g. through daily huddles, full team meetings
• Comfortable in effectively delegating responsibility and tasks to other team members
• Is happy to receive feedback ad takes steps to develop and improve.

Confident with Microsoft teams and database management

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