Teamleider Customer Services Medical Devices

5 maanden geleden

Utrecht, Nederland Mediq Voltijd

Wat ga je doen?

De Teamleider is verantwoordelijk dat het preventieve onderhoud van apparaten op tijd uitgevoerd wordt om zodoende te voldoen aan compliance doelen. Hij of zij stuurt een team van circa 18 medewerkers aan die contact hebben met patiënten en depothouders over het leveren en ophalen van apparaten, en het bijbehorende administratieve deel. De Teamleider zorgt voor een professioneel en klantgericht team met een hoge bevlogenheid en productiviteit, en is een groot deel van zijn tijd bezig met verschaffen van inzicht in KPIs zoals klanttevredenheid van depothouders en patiënten, First time right, kwaliteit en efficiëntie. In deze rol ben je een echte peoplemanager waarbij je de helft van je tijd besteedt aan het coachen en ontwikkelen van jouw medewerkers.

Verdere taken en verantwoordelijkheden zijn:

Zorgdragen voor een juiste, volledige en tijdige registratie en verwerking door het team van transacties in SAP Het realiseren van een zo hoog mogelijk first time right percentage bij ieder klantcontact en administratieve handeling, en een zo laag mogelijk klachtenpercentage Zorgdragen dat preventief onderhoud tijdig plaatsvindt (compliance) en optimale inzet van medical devices Het realiseren een zo hoog mogelijke klant tevredenheid (NPS) met zo laag mogelijke kosten. En daarbij ook initiëren en leiden van gerelateerde continuous improvement acties. Het managen van de capaciteiten, roosters, agendas en enablers zodat het team efficiënt en effectief kan werken Deelnemen aan teambijeenkomsten en het delen van opgedane kennis en inzichten

Wat breng je mee?

Beschikken over HBO werk- en denkniveau Minimaal drie jaren ervaring in het aansturen en begeleiden van klantcontact en backoffice medewerkers binnen een vergelijkbare setting Ervaring met het verbeteren van klantrelaties (binnen B2B en B2C), en met coaching on the job en performance management Affiniteit en ervaring met het opstellen, analyseren en implementeren van rapportages. En met LEAN en procesoptimalisaties.

Utrecht

Op ons hoofdkantoor in Utrecht leggen we de basis voor de dienstverlening aan onze klanten. We hebben contact met klanten, zorgprofessionals, verzekeraars en leveranciers. Dagelijks helpen en informeren we vanuit Utrecht duizenden klanten. Met de grote afdeling Klantcontact is Utrecht het kloppend hart van onze organisatie. Utrecht is ook het (internationale) hoofdkantoor van Mediq. Hier vind je de groepsdirectie en internationale stafafdelingen zoals finance en IT. Tot slot vind je in Utrecht de directie van de Mediq Nederland-organisatie en de Nederlandse stafafdelingen zoals finance, HR, communicatie en kwaliteit. Leuk aan werken in Utrecht is dat je werkt op het hoofdkantoor van Mediq, waar alles bij elkaar komt. Je maakt hier kennis met ongeveer 500 medewerkers én alle aspecten van onze business.

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