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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance patient experiences and streamline support processes.
- Company: Join MANUAL, a pioneering healthtech company focused on transforming patient care.
- Benefits: Enjoy competitive pay, professional growth, and a vibrant team culture.
- Why this job: Shape the future of patient experience while making a real difference in healthcare.
- Qualifications: Leadership experience is a plus; passion for coaching and team development is essential.
- Other info: Work from our London HQ three days a week in a fast-paced, innovative environment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Your goal is to build and lead a world‑class patient experience team, ensuring our patients get seamless, high‑quality support throughout their journey. You’ll be responsible for managing a team of agents, developing processes, and driving performance—making sure we’re delivering the best possible care while also operating efficiently. This is a rare opportunity to take ownership of a growing team and shape how we support patients at MANUAL and Voy. You’ll play a key role in optimising our operations, scaling the team effectively, and ensuring we’re always improving the experience we offer. You’re someone who thrives in a fast‑moving environment, enjoys solving problems, and knows how to inspire and develop a team to deliver outstanding service.
What You’ll Do
- Managing a team of Patient Experience Specialists, setting clear expectations and driving performance.
- Coaching and developing your team, ensuring every agent has the support and guidance to succeed.
- Building a strong team culture grounded in end‑to‑end ownership and high personal standards—empowering every agent to take responsibility, uphold quality, and consistently deliver the best possible experience.
- Identifying trends in patient contacts, feedback, and complaints—and leading initiatives to improve our processes.
- Working closely with cross‑functional teams (Product, Operations, Medical) to remove roadblocks and make it easier for patients to get the help they need.
- Using data to track performance, set ambitious targets, and drive continuous improvement.
How You Operate
- Think big—you’re inspired by frighteningly ambitious solutions to big patient problems and your team’s problems, you approach them from first principles and you have the determination to clear hurdles to get there.
- Move fast—you set just the right pace, you collaborate well and you’re a clear communicator that can quickly understand patient problems and develop long lasting, efficient solutions.
- Make it better—you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you’re hard on problems not people and do whatever you can to help our patients and your team.
What We Need From You
- Previous leadership or team support experience in a fast‑paced environment (e.g., healthtech) is a plus, but not essential.
- You’re passionate about coaching and developing people—you love seeing your team succeed.
- You’re highly organised and comfortable balancing multiple priorities.
- You’re comfortable using data to track performance and make informed decisions.
- You have a “roll up your sleeves” attitude—if something needs fixing, you’re happy to get stuck in.
- You’re excited about what we’re building at MANUAL and want to help shape the future of patient experience.
- You can work from our London HQ London Bridge 3 days per week.
We are destigmatising how people approach their health by offering easy access to diagnostics and a holistic range of treatments, as well as a community to help proactively improve one’s health and wellbeing. A place that didn’t exist until now.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology, Hospitals and Health Care
Customer Experience Team Lead employer: Manual
Contact Detail:
Manual Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Lead
✨Tip Number 1
Network like a pro! Reach out to people in the healthtech space, especially those who work at MANUAL or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your leadership skills! During interviews, share specific examples of how you've coached and developed teams in the past. We want to see how you inspire others and drive performance—make it memorable!
✨Tip Number 3
Be data-savvy! Brush up on how you've used data to track performance and improve processes. We love candidates who can back their decisions with numbers, so come prepared with examples.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in being part of our mission to enhance patient experience.
We think you need these skills to ace Customer Experience Team Lead
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for patient experience! In your application, share why you’re excited about the role and how you can contribute to building a world-class team. We love candidates who are genuinely passionate about what we do.
Highlight Your Leadership Skills: We want to know about your previous leadership experiences! Make sure to include examples of how you've coached and developed teams in fast-paced environments. This will help us understand how you can inspire our Patient Experience Specialists.
Be Data-Driven: Since we value data in decision-making, mention any experience you have with using data to track performance or improve processes. Show us how you’ve used insights to drive results in your past roles!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Manual
✨Know the Company Inside Out
Before your interview, make sure you research MANUAL and Voy thoroughly. Understand their mission, values, and the specific challenges they face in patient experience. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you've successfully managed teams in the past. Think of specific examples where you've coached team members or improved performance. Highlight your ability to inspire and develop others, as this is crucial for the Customer Experience Team Lead role.
✨Demonstrate Problem-Solving Skills
Since the role involves identifying trends and improving processes, come ready with examples of how you've tackled challenges in previous positions. Discuss your thought process and the steps you took to find solutions, especially in fast-paced environments.
✨Prepare Questions That Matter
Interviews are a two-way street, so prepare insightful questions that reflect your understanding of the role and the company. Ask about their current initiatives in patient experience or how they measure success in the team. This shows you're thinking critically about how you can contribute.
