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Customer Service Supervisor

  • City / Town: Reading
  • Date posted: Jan 6 2021 8:00AM
  • Sector: Medical Sales
  • Employee status:
  • Employment status: Full Time
  • Job reference: R1174920
  • Consultant: Samantha Prindiville

Customer Service Team Supervisor

  • 37 hours flexible. This will include some supervisory evening and weekend working on a rota basis.
  • 6 Month Contract

Key accountabilities:

You will be responsible for the day to day supervisory duties of the Customer Service Team managing queries and complaints from members of the public in relation to the COVID-19 Infection Survey (CIS). You will be expected to support the Customer Service Lead and deputise as required.

Reporting into the Customer Service Lead you will be responsible for key supervisory duties including, but not exclusively to include the following:

  • Outcome management and completion of more sensitive or complex participant queries.
  • Management cover in the absence of the Customer Service Lead
  • Rota Management
  • Supporting Customer Service Lead in the maintenance of call flows and FAQ documents.
  • Supporting the Customer Service Lead in the team training requirements

Key role requirements in addition to those within role description:

  • Experience working with different departments and grades of seniority
  • Ability to handle sensitive information
  • Leadership and support of a team of call handlers

Skills and experience

  • Strong analytical skills
  • Ability to prioritise tasks and delegate as appropriate
  • Excellent organisational skills

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. We are a diverse, global team that shares a passion for collaboration and solving complex problems. We have been delivering Nurse and Healthcare programmes in the UK for over 35 years working with all major pharmaceutical companies and the NHS directly. And we are proud to support the Covid-19 Infection Survey.

#LI-SP2

#LI-GN2

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

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