Job Opening for Customer Service Team Lead

Position: Customer Service Team Lead

Location: Eastleigh, UK

Reporting To: Customer Service Manager  

Context and Purpose of the Job

RioMed is a leading clinical software company based in the UK. Our core business function is developing and delivering clinical applications. We provide customised solutions to meet the specific requirements of healthcare professionals. Our mission is to improve healthcare at the point of delivery through patient participation and real time data capture. 

​RioMed has been delivering clinical solutions nationally and internationally since 1997, in a variety of communicable and non-communicable disease areas including, HIV, Sexually transmitted disease, Osteoporosis, Elderly Care, Rheumatology, Cardiology and Diabetes. 

The Customer Service Team Lead will be responsible for overseeing daily operations, ensuring high standards of customer service, and fostering a productive work environment for their Team. You will act as a key point of contact for resolving complex customer issues, providing feedback, and implementing best practices to enhance the overall customer experience at RioMed.

Main Responsibilities

• Oversee team of Customer Service Representatives in the UK, handling day-to-day queries and ensuring high performance.
• Assist in recruiting new Customer Service staff and ensure effective training and onboarding.
• Mentor and develop Customer Service team members in essential skills such as telephony, call handling, and customer management to enhance service quality.
• Work closely with internal Training Team to develop and deliver training programs to improve team skills and performance.
• Work closely with the Project management team to bring sites from the Project Management Phase to Business as Usual (BAU) and maintain sites in BAU.
• Ensure structured support from the Customer Service team during critical phases including Go Live, Handholding, and Business as Usual (BAU).
• Operate as lead on upgrades for our UK sites and minimize the turnaround time
• Implement the prioritization framework to meet customer timelines and adhere to Service Level Agreements (SLAs).
• Identify and address trends in customer issues to minimize service queries.
• Regularly review and update customer service procedures, policies, and standards.
• Manage communication during upgrades and support periods through various channels, ensuring effective coordination with all relevant teams.
• Take on responsibilities and provide leadership in the absence of the Manager, ensuring continuity of operations and client support.
• Actively participate in weekly resource meetings to discuss team performance, resource allocation, and project updates.
• Conduct on-site visits to clients as needed, providing hands-on support and fostering strong client relationships.

Additional Note

This document serves as a guide to your role, outlining your primary responsibilities. You may be called upon to fulfil other duties aligned with your position as needed.

Requirements

• Bachelor’s Degree in Business Administration, IT or relevant field.
• A minimum of two (2) years’ experience in a Supervisory role.
• Strong organizational and time-management skills, with the ability to manage multiple tasks and deadlines effectively.
• High level of accuracy and attention to detail in all aspects of work.
• Excellent verbal and written communication skills, with the ability to interact professionally with stakeholders at all levels.
• Ability to identify issues and propose solutions in a timely manner.
• Ability to work collaboratively with team members and contribute to a positive team environment.
• Strong technical acumen with ability to become an expert at RioMed’s healthcare software, Cellma
• Adaptability and willingness to assist as required.