Customer Helpline Supervisor, Band 4 - Belfast
The Customer Helpline team provides a value for money customer support service to HSCNI customers in line with the Business Services Organisation (BSO) and the Procurement and Logistics Services (PaLS) corporate/ local policies and procedures, ensuring Customer Service Level Agreements and PaLS Business Plan objectives are achieved.
This role is principally concerned with the day to day supervision of the PaLS Customer Helpline team band 3 officers, ensuring operational effectiveness of the business is maintained/ improved and that departmental objectives are met in a cost effective and efficient manner.
About the role:
- £14.06 per hour
- Monday to Friday, 9am - 5pm/ 8am- 4pm
- 37.5 hours a week
- Immediate start
- Temporary for 3 months, with possible extension
- Location: Boucher Crescent, Belfast
- Public sector
- Please note closing date for this vacancy is 12 noon, Wednesday 18th November - however you can register your interest for other upcoming vacancies by applying today
Duties include:
- Responsible for the analysis of daily customer stock demand allocation exception reports and taking corrective action, using the HSC eFinancials and warehouse management systems are required
- Investigate the HSC warehouse management system to identify customer orders pending processing, where the status of products ordered has changed to obsolete and organise product line purging from the warehouse management system prior to order allocation to ensure customer service level is not adversely impacted upon
- Responsible for customer call handling and processing of emergency stock requests on a daily basis, ensuring customer emergency demand is met, this requires communication with warehouse management
- Ensure all stock related customer complaints are recorded by CHL staff on the customer complaints database, assisting the Customer Helpline Manager in investigating those complaints where CHL is identified as the complaint owner
- Asist the Customer Helpline Manager and Regional Supply Chain Manager with identified stock product re-calls/ withdrawals in line with supplier/ Department of Health requests
What you'll need for this role:
- GCSE Maths and English (A-C) or equivalent qualification to demonstrate literacy and numeracy or higher qualification
- 2 A levels or equivalent qualification or higher qualification
- 18 months relevant experience, within a customer service or procurement and logistics environment
- Supervisory experience
- Ability to communicate effectively and influence others including through negotiation
- Ability to use PC software programmes such as Microsoft Word and Excel to manage, analyse and evaluate information
If this sounds like the next step in your career, we’d love to hear from you! Even if you don’t meet every listed requirement, we encourage you to apply – we may have other suitable roles for you. Apply online, email wendy@riadaresourcing.com or call Wendy on 028 2563 1555 to find out more.
Riada Resourcing is an equal opportunities employer.