Role Description

Prism Medical has a fantastic new opportunity for a Subcontractor Associate – a newly created role within the business. The Associate role offers a wide variety of experiences and is both exciting and challenging in its nature. This role represents a unique opportunity for a high calibre candidate to thrive and grow within the healthcare industry.  

Essential Duties

• The Subcontract Associate will be responsible for coordinating a team of Subcontractors to deliver the proper execution of the subcontracting activities on a specific proposal or project.
• They will establish and implement effective subcontracting management systems, methods and procedures for cost and contractual matters at the office or project level.
• They will ensure continuous improvement of the processes by feedback and statistics (cost, man-hours, productivity, quantities, reworks rates, …)
• Lead the delivery of sub-contract management activities and other procurement related services which may be required by the Business.
• Focal point for project and suppliers regarding contract and supply base matters.
• Ensure field administration of subcontracts (change orders and back-charges management, invoicing, contractual letters,) until subcontracts’ closeout.
• Ensure formal assessment of the subcontractors’ performance.
• Liaise across the project team to promote a clear understanding of the contractual relationships between the various parties and stakeholders, and to mitigate risks
• Ensure proper handling of subcontracts, support documentation and related files.
• Prepare and issues local subcontractor (if and when required).
• Manage & monitor the performance of the team.
• Effectively communicate engineering and project requirements to the supply base
• Work with stakeholders, at all levels, in order to understand Internal Customer requirements.

Personal Characteristics (Attitude)

• Excellent communication skills, both written and oral
• Excellent cross functional stakeholder management skills, ability to build, grow and influence networks across sector, to support collaborative working.

• Utilise creativity to solve complex problems
• Accuracy and attention to detail when reviewing team deliverables and the ability to provide constructive feedback.
• Excellent interpersonal skills that support collaborative stakeholder relationships.
• Customer focused and self-motivated with the ability to work independently and as part of a team.
• Proven ability to multi-task and work well under pressure
• Excellent negotiation skills that drive positive business outcomes and ability to influence at all levels.
• Flexibility to travel to other locations as required at short notice

Education & Experience (Knowledge & Skills)

• 3+ years experience of working in customer service/ procurement/ subcontract
• High standard of written and verbal communication
• Good knowledge of Microsoft packages, including Outlook, Word and Excel

Job Title: Customer Support Team Leader

Area: Grange Moor Head Office (WF4) Postcode

Permanent – Hours of work – Monday – Friday ( 8am-4pm, 9am-5pm, 10am-6pm on a rota basis)

Why Prism Healthcare?

Prism Healthcare Group are a highly reputable healthcare company employing circa 600 colleagues, across various locations within the UK and Europe. We work with a variety of mobility equipment, including patient moving, handling, and bathing devices, committing to the ongoing safety and wellbeing of the people who use our equipment. Through our family of brands, we are best positioned to share our experience and expertise with every client and customer.

Role Description:

• Lead, coach, and mentor the customer support team, fostering a high-performance culture.
• Develop and implement customer service strategies aligned with company goals and objectives.
• Continuously improve service quality by analysing customer feedback and implementing enhancements.
• Build and maintain strong relationships with key customers, understanding their needs and expectations.
• Act as the escalation point for complex customer issues and ensure swift resolution.
• Identify areas for process improvement and implement solutions to enhance efficiency and effectiveness.
• Work closely with cross-functional teams to streamline customer journey.
• Support wider team with call handling and administration.
• Processing/collating management information as and when required.

Personal Characteristics

• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
• Analytical mindset and the ability to leverage data to drive operational improvements.
• Ability to handle multiple priorities, meet deadlines, and adapt to changing business needs whilst staying calm under pressure.
• Excellent telephone manner
• Ability to work under own initiative
• Excellent organisation skills

Education and Experience

• Experience in a Team Lead role would be advantageous.
• Customer service or customer facing experience is essential.
• You should have a passion for people management and supporting people.
• Proficient in Microsoft Office applications including Word, Excel, and PowerPoint.
• Demonstrate effective time management skills, administrative capabilities, and effective written and oral communication capabilities.
• Flexible approach to work and working hours.

Company Benefits

• Competitive Salary, paid monthly.
• Ongoing training and development
• 25 days holiday, plus bank holidays
• Pension Scheme, matched contribution/salary sacrifice
• Medicash health Plan which allows you to claim towards health costs such as dental and optical as well as physiotherapy and chiropody.
• Life Assurance Scheme
• Company Benefits Discount and Rewards Scheme which includes shop discounts, hotel discounts and days out.

Experience

• Customer service: 2 years (required)
• Team Leader: 2 years (required)