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- Tasks: Lead a team to deliver top-notch patient support and resolve queries efficiently.
- Company: Join LloydsPharmacy Online Doctor, a pioneer in digital healthcare with over 20 years of experience.
- Benefits: Enjoy hybrid working after training, career development, and a supportive team culture.
- Why this job: Be part of a transformative healthcare journey, making a real impact on patient experiences.
- Qualifications: 4+ years in customer service, excellent communication skills, and a passion for patient care.
- Other info: Initial training is office-based, transitioning to remote work for flexibility.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Full time, Monday to Friday role with an occasional Sunday, no evenings
About LloydsPharmacy Online Doctor
LloydsPharmacy Online Doctor brings over 20 years of expertise in pioneering Digital Health, providing medical consultations online. Our mission is to excel in delivering personalised and accessible healthcare at scale. Our technology forms the foundation of our digital consultations for patients and decision-making tools for doctors.
Role Purpose
In this role, you will play a key role in advancing digital healthcare transformation, ensuring that patients receive safe, efficient, and high-quality service in a dynamic, evolving environment. Initially office-based for a 6-8 week training period Monday to Friday, this position will transition to hybrid/remote working once training is complete.
You will help lead a growing and expanding team of Patient Support Advisors, providing support and direction to them on a daily basis. You will ensure a first-class service is delivered to every patient whilst maintaining patient safety. Coaching, support, development, career guidance and motivation will be provided to all Patient Support Advisors.
Key Responsibilities
- Maintain patient safety and uphold the highest standards of care
- Provide a discreet and efficient service to patients
- Work as part of a fast paced and energised team
- Support the team when required in dealing with high volumes of patient queries
- Be the first point of escalation for our Support Team
- Speak confidently to patients on the phone focusing on first time resolution
- Manage daily tasks for the team, ensuring we have enough cover across all communication channels
- Motivate the team to achieve their monthly KPI’s
- Identify training needs within the team via monthly audits, and any subsequent training arranged for the team or for an individual
- Investigate and resolve complaints received via a multitude of different platforms including an internal secure messaging system and TrustPilot reviews
- Liaise with external stakeholders
- Raise operational and customer service incidents where customer care has been below that expected from the patient
- Identify improvement areas in processes and procedures, alongside the Patient Experience manager to deliver solutions
- Support the Patient Experience Manager in the recruitment and training of new joiners
Experience and Qualifications
Essential
- 4 years+ Call Centre and customer service experience within a similar role
- Experience of effectively handling customer complaints
- Energetic and empathetic communicator
- Excellent customer service skills and dispute management using first time resolution approach
- Excellent written and verbal communication skills
- Proficient in applications such as Outlook, Excel, Word, MS Teams
- Well organized and motivated
- Previous experience of using CRM portal
Desirable
- Degree-level education or equivalent.
- Experience in a healthcare setting.
- Ability to obtain DBS clearance (administered through us).
This role is ideal for those passionate about supporting patients and improving digital healthcare services in a collaborative, patient-centred environment.
Customer Service Team Leader employer: Lloyds Online Doctor
Contact Detail:
Lloyds Online Doctor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with the digital healthcare landscape. Understanding the latest trends and technologies in digital health will not only impress us but also show your commitment to improving patient care.
✨Tip Number 2
Demonstrate your leadership skills during the interview. Share specific examples of how you've motivated teams or resolved conflicts in high-pressure situations, as this role requires strong team management.
✨Tip Number 3
Prepare to discuss your experience with customer complaints. We value candidates who can showcase their ability to handle disputes effectively and ensure first-time resolutions, so have some success stories ready.
✨Tip Number 4
Show your enthusiasm for patient support. Highlight any previous experience in healthcare settings and express your passion for enhancing patient experiences, as this aligns perfectly with our mission at LloydsPharmacy Online Doctor.
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 relevant experience in customer service and team leadership. Emphasise your call centre experience and any specific achievements that demonstrate your ability to handle complaints and motivate a team.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for digital healthcare and your understanding of the role. Mention how your skills align with the responsibilities outlined in the job description, particularly your experience in managing high volumes of queries and ensuring patient safety.
Highlight Key Skills: In your application, focus on key skills such as excellent communication, dispute management, and proficiency in CRM systems. Provide examples of how you've successfully used these skills in previous roles to enhance customer service.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer service role.
How to prepare for a job interview at Lloyds Online Doctor
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in call centres or customer service roles. Be prepared to discuss specific examples where you successfully handled complaints or resolved issues, as this will demonstrate your capability to manage patient queries effectively.
✨Emphasise Team Leadership Skills
Since the role involves leading a team of Patient Support Advisors, it's crucial to showcase your leadership abilities. Share experiences where you've motivated a team, provided coaching, or identified training needs, as this will illustrate your potential to excel in this position.
✨Demonstrate Empathy and Communication Skills
As a Customer Service Team Leader, you'll need to communicate confidently and empathetically with patients. Prepare to discuss how you approach difficult conversations and ensure that patients feel heard and valued, which is key to delivering first-class service.
✨Familiarise Yourself with Digital Healthcare
Understanding the digital healthcare landscape will give you an edge in the interview. Research LloydsPharmacy Online Doctor's services and be ready to discuss how you can contribute to their mission of providing personalised and accessible healthcare.
