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 a 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, and team 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 in London 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 in London
✨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 where you've successfully coached or supported a team. We love hearing about how you've improved performance and maintained high standards in a fast-paced environment.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals ready to make a difference in the healthcare sector.
We think you need these skills to ace Customer Service Team Leader in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Service Team Leader role. Highlight your experience in the healthcare sector and any leadership roles you've held. We want to see how your skills match what we're looking for!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use numbers and examples to demonstrate how you’ve driven agent performance or improved service delivery in previous roles. This will help us see the impact you've made.
Be Clear and Concise:When writing your application, keep it clear and concise. Avoid jargon and make sure your points are easy to understand. We appreciate straightforward communication, especially in a customer service environment!
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s the easiest way for us to track your application and get back to you quickly. Don’t miss out on this opportunity!
How to prepare for a job interview at Compass Associates
✨Know Your Stuff
Make sure you brush up on the healthcare regulations and standards, especially those related to the Care Quality Commission (CQC). Being able to discuss these confidently will show that you're serious about the role and understand the importance of compliance in customer service.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you improved agent performance or handled escalated issues. This will demonstrate your capability to lead and support a team effectively.
✨Be Ready for Role-Play
Expect to handle some mock scenarios during the interview, especially around complex customer queries. Practising how you would 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 team fits into that vision. This shows your interest in the role and helps you gauge if the company culture aligns with your values.
