At a Glance
- Tasks: Lead and support a dynamic customer service team in the healthcare sector.
- Company: Fast-growing online healthcare provider with a strong reputation.
- Benefits: Competitive salary, career growth, and the chance to make a difference.
- Other info: Exciting opportunity to work in a fast-paced, international environment.
- Why this job: Join a mission-driven team and help deliver safe healthcare solutions globally.
- Qualifications: Experience in customer service, ideally in healthcare, and leadership skills.
The predicted salary is between 35000 - 35000 £ per year.
Are you a customer service professional with experience working in the healthcare sector? Do you have a proven track record of driving agent performance within a contact centre environment?
Compass Associates are proud to be working with a highly reputable fast-growing online healthcare provider delivering safe, regulated healthcare solutions to patients across Europe and beyond. As they continue to scale into new markets, the customer service function is expanding to support increased demand and as a result, they are now looking for a Customer Service Team Leader to join the team.
The successful applicant will help lead, coach and support the international customer service team whilst ensuring the business continues to meet the highest standards of healthcare regulation and patient care as they continue to grow and expand across the globe.
Responsibilities:- Monitor daily agent productivity and performance against KPIs (calls, chats, emails, abandonment rates, response times)
- Conduct quality assessments and ensure adherence to Care Quality Commission (CQC) and healthcare regulations
- Handle escalated and complex customer queries, including medication side effects, pharmacy stock issues, payment problems, and order rejections
- Support training, onboarding, coaching, and development of customer service agents
- Produce productivity and quality reports for senior stakeholders
- Manage complaints and identify trends to improve overall service delivery
- Act as a key link between frontline agents and senior leadership
- Customer service experience ideally within a healthcare or regulated environment
- Experience leading or supervising a customer service team (contact centre or office-based)
- Confidence managing escalations and complex customer complaints
- Ability to thrive in a fast-paced, high-volume environment
- Experience managing remote or internationally distributed teams will be advantageous
- Exposure to NHS, private healthcare providers, or other regulated medical services is highly desirable
If you would like to be considered for this exciting opportunity, please contact Simon Codling directly on 0161 241 7686. Alternatively email an updated CV to.
Customer Service Team Leader | Online Healthcare Provider in Crawley employer: Compass Associates
As a leading online healthcare provider, we pride ourselves on fostering a dynamic and supportive work environment in Croydon, London. Our commitment to employee growth is reflected in our comprehensive training programmes and opportunities for career advancement, ensuring that our team members thrive while delivering exceptional patient care. Join us to be part of a fast-growing organisation that values innovation, teamwork, and the highest standards of healthcare service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader | Online Healthcare Provider in Crawley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Compass Associates. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Compass Associates before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader | Online Healthcare Provider in Crawley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Compass Associates:Your cover letter is your chance to shine! Tell us why you want to work at Compass Associates specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Compass Associates!
How to prepare for a job interview at Compass Associates
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
