At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service and drive performance.
- Company: Join the UK's largest telemedicine provider, making a real difference in healthcare.
- Benefits: Enjoy flexible working, professional development, and a supportive company culture.
- Other info: Access to personal development events and a commitment to your growth.
- Why this job: Be part of a growing team that values diversity and work-life balance.
- Qualifications: Strong leadership skills and a passion for improving customer experiences.
The predicted salary is between 30000 - 40000 £ per year.
This is an exciting time to join the UK’s largest private healthcare telemedicine company based in Hastings, East Sussex, who are expanding their Customer Service team. The Customer Service Team Leader is responsible for leading and developing a team of customer service professionals to ensure the delivery of outstanding support to Medica's clients. The role focuses on driving team performance through KPI management, coaching, training and regular performance reviews, while acting as the primary escalation point for customer and operational issues. Working closely with the team, the postholder will manage resources, support service delivery, implement process improvements and ensure high standards of quality and efficiency are maintained.
Key responsibilities:
- Lead, support and motivate a team of Customer Service Advisors, ensuring high levels of performance and engagement.
- Monitor team KPIs and individual performance, conducting regular 1-2-1s and providing coaching to drive improvement.
- Act as the main escalation point for customer and operational issues, ensuring timely and effective resolution.
- Manage team resources and workloads across different functions to maintain efficiency and service delivery standards.
- Identify, implement and support continuous improvements to customer service processes, training materials and team procedures.
This role would be perfect for someone with strong leadership, communication and problem-solving skills, alongside a commitment to continuous improvement, employee development and delivering an exceptional customer experience.
Requirements:
- Proven ability to lead, motivate and develop a team to achieve performance targets and deliver excellent customer experiences.
- Experience managing and monitoring team performance and implementing improvements to drive productivity and efficiency.
- Excellent communication and interpersonal skills, with the ability to build relationships and engage stakeholders at all levels.
- Ability to act as an escalation point, resolving complex customer and operational issues with confidence and professionalism.
- Strong organisational, resource planning and time management skills, with the ability to manage competing priorities effectively.
- Demonstrated problem-solving skills and a continuous improvement mindset, identifying opportunities to enhance processes and service delivery.
- High emotional intelligence, adaptability and professionalism, with a commitment to quality, accountability and team success.
Core benefits for you:
- Flexible and hybrid working
- A company culture that promotes work life balance
- Commitment from employers to continued learning and development
- Access to Employee Assistance Programme
- Annual bonus
- Enhanced holiday allowance + bank holidays
- Group life assurance
- Pension
- Social events
- Sick pay
- Cycle to work scheme
- Access to free and regular personal development & wellbeing events
We request all applicants to complete a confidential equalities monitoring form. The data collected will help us identify recruitment trends and address any concerns. More information about Medica and the work we do can be found here - https://medica.co.uk/ We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
Customer Service Team Leader in Hastings employer: Medica Group
Medica, the UK’s largest private healthcare telemedicine company based in Hastings, offers an exceptional work environment for a Remote DevOps Engineer. With a strong commitment to employee growth and a culture that prioritises work-life balance, Medica provides flexible working arrangements and encourages continuous learning. Joining a dynamic team at this innovative company means contributing to meaningful projects that enhance patient outcomes while enjoying the unique advantages of working in a supportive and inclusive atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Hastings
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Medica Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Medica Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader in Hastings
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Medica Group:Your cover letter is your chance to shine! Tell us why you want to work at Medica Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Medica Group!
How to prepare for a job interview at Medica Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
