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 for personal and professional development in a fast-paced environment.
- Why this job: Join a mission-driven team and help deliver safe healthcare solutions globally.
- Qualifications: Experience in customer service, ideally in healthcare, with 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 scodling@compassltd.co.uk.
Compass Associates Ltd is acting as a Recruitment Consultancy for this permanent vacancy; we offer £500 worth of vouchers for any successful recommendations.
Customer Service Team Leader 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 company 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
✨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 agent performance and handle escalated queries with ease!
✨Tip Number 3
Showcase your leadership skills! Think of examples from your past experiences where you've successfully coached or developed team members. This will demonstrate your ability to lead the international customer service team effectively.
✨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
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your customer service experience, especially in healthcare. We want to see how you've driven performance and handled complex queries, so don’t hold back on those details!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Customer Service Team Leader role. Share specific examples of your leadership skills and how you’ve supported teams in the past.
Showcase Your Achievements:When filling out your application, be sure to include any KPIs you've met or exceeded in previous roles. We love numbers, so if you can quantify your success, do it! It helps us see the impact you've made.
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 with our growing team!
How to prepare for a job interview at Compass Associates
✨Know Your Stuff
Make sure you brush up on your knowledge of the healthcare sector, especially regulations like the Care Quality Commission (CQC). Being able to discuss these topics confidently will show that you're serious about the role and understand the industry's standards.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you improved performance or handled escalated issues. This will demonstrate your capability to manage and motivate a customer service team effectively.
✨Be Ready for Role-Play
Expect to handle some mock scenarios during the interview, especially around complex customer complaints. Practising how you'd approach these situations can help you articulate your thought process and problem-solving skills clearly.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's growth plans and how the customer service function fits into that. This shows your interest in the role and helps you gauge if the company culture aligns with your values.
