Role Purpose: The Service Team Leader will support the Service Team Manager in overseeing the day-to-day operations of the service executive team. Acting as a first point of contact for the team, the Team Leader will help manage workload distribution, provide guidance and support, ensure continuity during absences, and contribute to building a cohesive, collaborative working culture. This role is ideal for someone who enjoys being hands-on, thrives in a team environment, and is looking to step into a leadership position with real impact.

Key Responsibilities:

• Act as a deputy to the Service Team Manager, providing support and cover where needed.

• Support the allocation and coordination of care home service accounts to ensure an even, efficient distribution of workload.

• Monitor workloads, flag capacity issues, and help implement improvements to workflow.

• Provide first-line support and guidance to Service Account Executives on operational queries and processes.

• Champion a team “buddy system” to ensure continuity during absence and encourage cross-skilling.

• Help embed a culture of shared responsibility, knowledge-sharing, and team cohesion.

• Liaise with internal departments (e.g. IT, Operations, Field Teams) to help resolve service-related issues.

• Support onboarding and mentoring of new team members.

• Identify training needs and contribute to upskilling the team.

• Contribute to system and process improvements, including those related to new IT tools.• Assist in reporting on service delivery metrics and team performance as required.

Skills & Experience Required:

• Experience working with or supporting customers in the care home, health or service industry.

• Strong customer focus, passionate about customer service.

• Strong organisational skills with the ability to manage multiple tasks and priorities.

• Confident communicator with a positive, supportive approach.

• A natural team player who encourages collaboration and mutual support.

• Ability to solve problems proactively and support others to do the same.

• Ability to handle sensitive information with discretion.

Why Prism Healthcare

We are providers of specialist moving, handling and bathing equipment for elderly, disabled and mobility disadvantaged clients in a range of care environments, from community care to schools, hospitals and care homes. Employing circa 700 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.

With over 30 years of experience in designing, developing, manufacturing, providing and installing bespoke mobility and care solutions, we have an established track record of working closely with carers and their clients across the UK.  The Group has grown over the last year both organically and by acquisition, with a turnover of £100M.

The Role

Prism Healthcare are looking for a infrastructure engineer to join their team in Rotherham to work across their group of companies providing 1^st & 2^nd level technical support as well as delivery of infrastructure and network changes within physical and virtual locations. 

Key Responsibilities:

• Provide 1^st and 2^nd line technical support professionally and efficiently, maintaining a high degree of customer service
• Participate in various infrastructure and desktop projects to support strategic roadmap and continual improvement.
• Provide maintenance and development of LAN and WAN infrastructure.
• Support the IT Helpdesk function, ensuring user requests are resolved to agreed service levels.
• Maintain an awareness of cyber-security and ensure procedures and policies are followed to minimise organisational risk.
• Promote and develop the use of the IT Systems in a secure manner to generate efficiency improvements.
• Support Group Azure environment and assist with applying policies and changes within this environment. 
• Play key role in delivering Group-wide IT Infrastructure strategy

Essential skills: Must have a good foundation in the following areas:

• MS Office 365 configuration, and administration.
• Previous experience in a 2nd/ 3rd Line IT Support / Systems Administrator / Infrastructure Engineer capacity.
• Experience of Microsoft Server support and administration
• Knowledge of Azure Virtual Services including VMs, VPN and consumption management. 
• Endpoint security and response and Endpoint Management
• Microsoft Active Directory support and administration
• Group policy administration, PowerShell and scripting
• TCP/IP Networking (DNS, DHCP, LAN, WAN, VLAN, Firewalls, etc.), support, and administration.
• Cyber security awareness and incident response
• Firewall management and configuration
• Creating technical documentation
• Capable of clear and accurate communication, both written and verbal. • Full Driving License – Willingness to travel 

So.. why us?

Alongside working in a supportive and friendly environment, you’ll also receive:

• 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
• Long Service Awards
• Holiday Purchase Scheme

Reports to Customer service manager

The purpose of the role is to:

Ensure excellent customer service and minimise costs by responding efficiently and diligently to Harvest Healthcare’s customer orders and enquiries.

PRIMARY RESPONSIBILITIES

• Carry out the directions of the Customer Services Manager and the Internal Sales Manager.
• Work effectively with Business Development Manager to deliver results.
• Provide a consistent and excellent service to customers.
• Solve queries for customers.
• Process customer orders,
• Provide customer quotes,
• Provide customers with product info.
• Deal with emails/phone calls for customer service in general,
• Communicate with distributor/dealer accounts, to identify needs/problems, and propose solutions, to help develop business/grow sales,
• Relevant data inputting into Sage and CRM,
• Manage POD’s and provide for customers on request,
• Following queries through to a conclusion,
• Liaise effectively with other departments,
• Support customer services dept with export, projects, customer portal orders and queries,

Person Specification

The person will be enthusiastic and have the personal desire to deliver outstanding customer experience whilst demonstrating the attitudes and behaviour expected by Harvest Healthcare. The person will also have a desire to take ownership to solve queries, and a desire to proactively develop business with distributor/dealer accounts.

• Strong customer focus: passionate about customers and the service we provide,
• Has gained relevant experience in a customer service or administration role,
• “Can do” attitude, decisive with the desire to make things happen,
• “Go to” person to resolve daily issues and priorities,
• Shows initiative, and proactively proposes solutions to help develop business/grow sales,
• The ability to take ownership and to be pro-active in improving efficiency and performance,
• Credible and confident with customers, suppliers, staff colleagues,
• Has a strong, confident personality with excellent communication skills,
• Is a team player who likes to engage with and support business colleagues,
• A hands-on, structured, and well organised approach, focusing on daily disciplines as well as monthly targets and deadlines,
• Diligent and has a keen attention to detail. Work is precise and avoids administrative oversights,
• Able to effectively multi-task and handle periods of high workload,
• Able to use a Sage system and a CRM system.