Careers at Clinisupplies

Head of Customer Care

Head office, Harrow

Job Title:  Head of Customer Care

Locations/Territories: Head office, Harrow

Area: Customer Care

Reports to: Executive VP

JOB PURPOSE

The Head of Customer Care will be responsible:

For the development and implementation of an industry leading patient engagement strategy through our Dispensing Appliance Contractor (DAC). Ensuring we provide high levels of customer service to our patient group.

The Customer Care role is a head office based role

Brief description of the job responsibilities

MAIN DUTIES

Reporting directly to the Executive VP, you will need to :

  • Take ownership of the Customer Care P & L
  • Deliver and exceed agreed sales through detailed operational business plan
  • Continually strive to improve the DAC function and operation to meet corporate objectives
  • Be responsible for the continuous development of DAC personnel through an effective training and development programme
  • Establish and monitor overall business unit performance through defined KPIs for operations and quality of service standards
  • Demonstrate excellent cross functional working across organisation
  • Ensure DAC is managed in line with approved Standard Operational Procedures (SOPs) to ensure efficiency and effectiveness of service delivery;
  • Establish performance goals for DAC employees, and monitor performance on a continuous basis
  • Provide direction, development and leadership to DAC staff

Promote Clinisupplies Company values at all times:

PASSION - to strive to better understand people’s needs

RESPECT - to always act with honesty and integrity

AMBITION - to innovate & make a real difference in healthcare

Profile:

Results Orientation

Passion to win; is a self starter and has a sense of urgency to achieve results.  Competitive and works hard to exceed sales targets.  Ability to self-motivate when needed.

Financial Perspective

  • Setting the strategic direction and P&L for the DAC to maintain growth and ensure targets are achieved
  • Full autonomy for the creation, execution and delivery of results for the Business Unit via the regional annual business plan.

Customer Perspective

  • Identify key trends within the industry and proactively drive opportunities that will grow the business and benefit the NHS & patient

Internal Processes Perspective

  • Use insight and business intelligence to create innovative ideas to enhance our value proposition to the NHS
  • Responsible for working closely with Marketing to develop campaigns that will deliver business growth
  • Measure and monitor business performance, ensure that critical issues impacting on performance are communicated to Senior Leadership with proposed solutions

People Perspective

  • Develop high performing DAC team by managing, motivating and developing personnel working in the region
  • Ensure all standards and company policies are communicated and adhered to in the team in line with the company policies and procedures.
  • Develop national business area strategy in collaboration with leadership team.
  • Operate within the leadership and values framework

Knowledge/Skills:

  • Good business Acumen
  • The ability to motivate and lead a team
  • In depth understanding of how a Dispensing Appliance Contractor operates
  • Initiative, drive & enthusiasm
  • Excellent communication skills
  • Good planning and organisational skills
  • The ability to work calmly under pressure
  • Good IT, budget and report writing skills
  • Demonstrable strategic thinking
  • Ability to negotiate priorities with staff at all levels
  • Thorough understanding of the Sales and Customer service processes
  • Comprehensive understanding of the Clinisupplies Product portfolio
  • Financial understanding of the internal budget planning process

Desirable:

  • Clinical background.
  • Urology therapy, market & competition knowledge

Benefits

  • Competitive bonus packages
  • Option  of company car or car allowance
  • 26 days holidays + 1 day for your birthday + 2 days after 2 years’ service + 8 bank holidays
  • Company credit card
  • Eye Care Vouchers
  • Pension – Salary Sacrifice /Employer contribution up to 6%
  • Private healthcare – optional family cover.
  • Life assurance and personal accident insurance

Can do Will do attitude

Goes the extra mile and exceeds boundaries whenever possible – understands the ability of the individual to change their future.

CliniSupplies is dedicated to the continuous development of our employees and offer excellent career prospects for the strong candidate. We offer an attractive benefits package including 26 days holiday (increasing with service) plus bank holidays, pension, profit related pay, life assurance and personal accident insurance.

Clinisupplies Limited 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.

If you are interested in this position, please forward your CV to hr@clinisupplies.co.uk

Please note that in addition to the interviews they will be assessments as part of our recruitment and selection process.