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- 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 development, and £200 John Lewis vouchers.
- Why this job: Make a real difference in patient care while leading a passionate team.
- Qualifications: Experience in customer service and team leadership, preferably in healthcare.
- Other info: Join a vibrant team and thrive in a fast-paced environment.
The predicted salary is between 28000 - 42000 £ per year.
Are you an experienced customer service professional with exposure to supervising teams? Do you have a track record of driving performance across a customer service function? 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 scodling@compassltd.co.uk.
Customer Service Team Leader | Online Healthcare Provider (Croydon) employer: Compass Associates
Contact Detail:
Compass Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader | Online Healthcare Provider (Croydon)
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare sector and let them know you're on the lookout for a Customer Service Team Leader role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of healthcare regulations and customer service best practices. We want you to shine when discussing how you can drive performance and support your team!
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've coached and developed teams in the past. Highlighting your experience with escalated customer queries will definitely set you apart.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Service Team Leader | Online Healthcare Provider (Croydon)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Customer Service Team Leader role. Highlight any previous leadership roles and relevant customer service experience, especially in healthcare.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your background makes you the perfect fit for our team. Be sure to mention any specific achievements that demonstrate your ability to drive performance.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've handled escalated customer queries or complex situations in the past. We want to see your thought process and how you approach challenges, especially in a fast-paced environment.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Compass Associates
✨Know Your Stuff
Make sure you understand the healthcare sector, especially how customer service operates within it. Brush up on relevant regulations like those from the Care Quality Commission (CQC) and be ready to discuss how you've handled similar situations in the past.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team before. Think about specific instances where you coached team members or improved performance metrics. This will demonstrate your ability to manage and inspire others.
✨Handle Escalations Like a Pro
Be ready to talk about your experience with complex customer complaints. Have a few stories in mind that highlight your problem-solving skills and how you turned challenging situations into positive outcomes.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the company’s growth plans, team dynamics, or how they measure success in the customer service department. This shows your genuine interest in the role and helps you assess if it's the right fit for you.