Customer Service Team Leader (Call Centre)

Job title:

Customer Service Team Leader (Call Centre)

Company

Simple Online Healthcare

Job description

About the RoleAre you passionate about delivering exceptional customer service while leading and inspiring a high-performing team?We’re looking for a Customer Service Team Lead to join our team and help us set new standards in online healthcare. In this role, you’ll lead and manage a team of dedicated professionals, fostering a culture of excellence and accountability while leveraging technology and best practices to enhance customer satisfaction and operational efficiency.This is a pivotal role working for our Head of Customer Service where you’ll be responsible for achieving key performance indicators (KPIs), ensuring compliance with healthcare standards, and driving continuous improvement initiatives. If you’re a proactive leader with a knack for problem-solving and a commitment to delivering outstanding patient care, we’d love to hear from you!What You’ll Be DoingAs the Customer Service Team Lead, you’ll take ownership of performance for ~ 12 service agents across service delivery and operational management. You’ll recruit, train, and develop team members to meet evolving service needs, ensuring they’re equipped to deliver timely, empathetic, and accurate responses to patient inquiries and go the extra mile to surprise and delight. You’ll also oversee daily workflows, resource allocation, and task prioritisation, while staying up to date with technological advancements to enhance efficiency.By monitoring patient feedback, analysing trends, and implementing corrective measures, you’ll turn insights into action, ensuring we consistently exceed patient expectations. You’ll also collaborate with other departments to streamline service delivery and maintain compliance with healthcare regulations and data protection standards.Key Responsibilities

• Leadership & Team Development: Recruit, train, coach, and develop team members, fostering a culture of high morale, inclusivity, and accountability. Deputise for the Head of Customer Service when needed.

• Service Delivery: Ensure patient inquiries are handled with accuracy, empathy, and professionalism, regularly exceeding expectations.

• Operational Management: Oversee daily workflows, refine service protocols, and collaborate with departments to ensure seamless service delivery.

• Technology Integration: Utilise tools like CRM systems, AI chatbots, and analytics platforms to enhance efficiency and service quality.

• Continuous Improvement: Identify trends and bottlenecks, implement service enhancements, and drive initiatives to improve KPIs and align with organisational goals.

What We’re Looking ForExperience:

• Previous customer service leadership and management experience, ideally in healthcare, e-commerce, or a regulated, high-volume environments.
• Proven track record of team management and achieving performance through KPIs across email, phone, live chat as a minimum.

Skills:

• Strong communication and interpersonal skills.
• Proficiency in CRM software, analytics, and reporting tools.
• Experience with technology integration, including chatbots and workflow automation.
• Conflict resolution and escalation management.

Education:

• Certifications in customer service leadership are a plus.

Professional Growth: Opportunity to develop your leadership skills and drive impactful initiatives.Innovative Environment: Work with cutting-edge technology and contribute to industry-leading service standards.Meaningful Impact: Be part of a mission-driven organisation that prioritises patient care and satisfaction.Salary: £30,000 – £32,000 + BonusBasics you can expect:

• 33 days (Inclusive of Bank Holidays) + 1 day after 2 years of service, up to 5 extra days
• Extra day off for your birthday
• Company share scheme
• Bupa Private Healthcare
• Income Protection
• Cycle to Work Scheme
• My Gym Discounts
• Company pension scheme
• Quarterly Team Training and Social Budget
• Enhanced Maternity and Paternity Leave
• Rewarding bonus incentive scheme
• 24/7 helpline for physical and mental health support, counselling, and other wellbeing resources.
• Love2Shop Discount
• Hybrid working (after probation)
• Internal progression opportunities

Office extras:

• Relaxed dress code
• Fresh fruit
• A free coffee machine

Why You’ll Love Working HereJoin a fast-growing, innovative organisation where you’ll have the opportunity to lead a motivated team, drive meaningful improvements, and make a real impact in the healthcare sector. You’ll be supported by a collaborative environment and given the tools to achieve excellence in service delivery.The Simple Online Healthcare Promise:Founded in 2015, we started off as a small pharmacy with big dreams. Today, we are trusted by over 1000 patients per day, making sure they receive their medication safely and on time. We’re always on the lookout for talent. If you’re passionate about helping make lives easier, we’d love to hear from you.Join us on our journey to create affordable health solutions. Apply today to be part of a team that values growth, collaboration, and the simplification of healthcare. Your journey towards creating impactful experiences in the healthcare industry starts here.Ready to make a difference? Apply now!Simple Online Healthcare is proud to be an Equal Opportunity Employer.We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant

Expected salary

£30000 – 32000 per year

Location

Glasgow

Job date

Mon, 06 Jan 2025 07:05:39 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (un-jobs.net) you saw this job posting.