Customer Helpline Supervisor

Location
- Business Service Organisation
- Boucher Road, Belfast
Rate of pay £14.09 per hour

Are you an experienced team leader with a passion for delivering outstanding customer service and operational excellence? This is an exciting opportunity to join the Procurement and Logistics Service (PaLS) and play a key role in supporting healthcare services across Northern Ireland.

As Customer Helpline Team Supervisor
, you will lead and support a team responsible for providing a high-quality, value-for-money customer support service to Health and Social Care organisations. You will ensure service standards are achieved, operational performance is maintained, and customer requirements are met efficiently and effectively.

You will be responsible for the day-to-day supervision of the Customer Helpline team, ensuring service delivery targets are achieved while supporting continuous improvement across the service. Working closely with colleagues across supply chain, logistics, procurement and warehouse operations, you will help ensure essential products and services reach healthcare providers when they are needed most.

• Supervise and support Customer Helpline staff, providing guidance, coaching and performance management.
• Monitor customer orders, stock allocations and exception reports, taking corrective action where required.
• Coordinate and manage emergency stock requests, ensuring urgent customer requirements are fulfilled within agreed time frames.
• Process customer requisitions and maintain accurate customer information across financial and warehouse management systems.
• Investigate delivery issues and implement solutions to minimise disruption to customer services.
• Support product recalls and withdrawals in line with supplier and Department of Health requirements.
• Investigate and resolve customer queries and complaints, ensuring excellent customer service is maintained.
• Assist with the production and analysis of management information and service performance data.
• Deputise for the Customer Helpline Manager when required.
• Contribute to service improvement initiatives and quality assurance activities.

You will have responsibility for:

• Supporting staff development, training and performance reviews.
• Maintaining positive team morale and effective working relationships.
• Assisting with recruitment and selection activities.
• Delegating work effectively and ensuring service objectives are achieved.
• Supporting employee relations and disciplinary processes in line with organisational policies.

• Previous experience supervising or leading a customer service or administrative team.
• Strong customer service and problem-solving skills.
• Experience working with computerised information systems and databases.
• Excellent organisational skills and attention to detail.
• The ability to prioritise competing demands in a fast-paced environment.
• Strong communication and stakeholder management skills.
• A commitment to continuous improvement and delivering high-quality services.

This role offers the opportunity to contribute directly to services that support patient care across Northern Ireland. You will join a dedicated team committed to delivering excellence, innovation and customer-focused solutions within a supportive and collaborative environment.