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- Tasks: Lead a dynamic customer care team, ensuring top-notch service across multiple channels.
- Company: Join Numan, a fast-growing health tech company on a mission to empower people in their health journey.
- Benefits: Enjoy flexible working, generous holiday, health insurance, and personal development budgets.
- Why this job: Be part of a culture that values innovation, teamwork, and making a real impact on people's lives.
- Qualifications: Experience in team leadership, metrics management, and a passion for customer service excellence required.
- Other info: Diversity is key at Numan; we celebrate unique perspectives and strive for an inclusive workplace.
The predicted salary is between 36000 - 60000 £ per year.
About Numan Founded in 2018, we’ve already grown to be a 200+ team distributed across the globe united by a singular mission: empowering people to take control of their health. Numan is transforming health: we’ve built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to maximise life. To deliver on our transformative mission, we are guided by our 5 company values:
- Patients first.
- Learn Fast.
- Own the quality.
- Succeed together.
- Care deeply.
Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!
The role As the Customer Care Team Leader, you will set the standard for excellence by managing a high-performing team focused on productivity and quality. You will oversee live services across various channels, including voice, email, chat, and social media, ensuring Numan delivers a market leading customer support service.
You’ll be:
- A champion for customer obsession, setting a high bar for quality customer service for the members of your team.
- Line managing a team of agents, ensuring they meet their productivity and quality goals.
- Holding weekly 121s, ensuring their wellbeing at work and coaching through any performance concerns.
- Performing quality evaluations of agents, to ensure all contacts meet our high standards for customer obsession, and coaching agents to achieve and maintain standards, with the aim of helping them fine tune their skills.
- Resolving any serious customer complaints or escalations arising from the team’s activity, with a positive tone and outcome, and supporting the regulatory processes that apply in healthcare.
- Planning shifts to ensure agents are available at the best time to provide access for customers.
- Planning recruitment and onboarding of new team members as required, with support from the People Team.
- Continuously upskilling, training and developing the team to achieve a best in class customer experience as the Numan offering evolves.
- Fostering a performance culture using Intercom reports and metrics, and contributing to weekly performance meetings, and improvement/growth projects.
- Contributing to the positive culture and cohesive team spirit of the overall operation.
We’re looking for someone who has:
- Extensive experience as a Team Leader in a startup or a business wishing to scale.
- Used metrics and dashboards to manage live service and agent productivity.
- Managed scheduling, and shift patterns to achieve highest availability of service, with optimal staffing levels.
- A track record of robust people performance management.
- An appreciation of how to motivate and develop the skill base of a team of agents and set the tone for service excellence.
- A comfort with technology and enjoys learning, and leading on knowledge.
- A commercial mindset and is comfortable working to targets.
- An iterative approach for a fail fast startup culture.
- Experience growing a team to deliver to targets in a customer centric way.
- The experience handling escalated queries of a sensitive nature in a confidential empathetic and safe setting.
It’s a bonus if you have:
- Experience in a regulated industry such as Health-tech.
- Experience managing a team working on Intercom.
Our benefits include:
- Share options.
- 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan).
- Health insurance with Vitality.
- Enhanced maternity and parental leave.
- Nursery benefit provided by YellowNest.
- Employee assistance programme (access to therapy, financial planning and discounts).
- Generous pension (includes both employee and employer contributions).
- Flexible working options, including a dog friendly office in Farringdon.
- Personal training and development budget via Learnerbly.
- Wellhub membership, giving you access to over 2,000 locations in the UK.
- Free office snacks including breakfast items, soft drinks, tea and coffee.
- Cycle to work scheme.
- Season ticket loan.
- Discount to Numan products for your friends and family.
- Paid volunteering days.
- An additional 2 weeks off once you reach your 5th anniversary with Numan.
Diversity at Numan At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring. We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued. Embracing diversity isn’t just our goal; it’s our strength, driving us towards a more inclusive future.
Customer Care Team Lead employer: Numan Operations Limited
Contact Detail:
Numan Operations Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Team Lead
✨Tip Number 1
Familiarise yourself with Numan's mission and values. Understanding how they empower people to take control of their health will help you align your answers during interviews and demonstrate your commitment to their goals.
✨Tip Number 2
Showcase your experience in managing teams within a startup environment. Be ready to discuss specific examples of how you've motivated your team and improved performance, as this aligns closely with the role's requirements.
✨Tip Number 3
Prepare to discuss your familiarity with customer service metrics and dashboards. Highlight any tools you've used to manage live services and agent productivity, as this is crucial for the Customer Care Team Lead position.
✨Tip Number 4
Demonstrate your ability to handle escalated queries with empathy and confidentiality. Share examples of how you've resolved sensitive issues in the past, as this will show your capability to maintain high standards in customer care.
We think you need these skills to ace Customer Care Team Lead
Some tips for your application 🫡
Understand the Company Values: Before applying, take some time to understand Numan's core values: Patients first, Learn Fast, Own the quality, Succeed together, and Care deeply. Reflect these values in your application to show that you align with their mission.
Tailor Your CV: Make sure your CV highlights your experience as a Team Leader, especially in a startup or scaling environment. Include specific metrics or achievements that demonstrate your ability to manage productivity and quality effectively.
Craft a Compelling Cover Letter: In your cover letter, emphasise your passion for customer service and how you've successfully led teams in the past. Mention any relevant experience in health-tech or regulated industries, as well as your comfort with technology and metrics.
Showcase Your Leadership Style: In your application, describe your leadership style and how you motivate and develop team members. Provide examples of how you've handled escalated queries and maintained a positive team culture, which is crucial for the Customer Care Team Lead role.
How to prepare for a job interview at Numan Operations Limited
✨Understand Numan's Mission and Values
Before your interview, take some time to familiarise yourself with Numan's mission of empowering people to take control of their health. Reflect on how their values—such as 'Patients first' and 'Care deeply'—align with your own beliefs and experiences in customer service.
✨Showcase Your Leadership Experience
Be prepared to discuss your previous experience as a Team Leader, particularly in a startup environment. Highlight specific examples where you successfully managed a team, improved performance metrics, or resolved escalated customer complaints, demonstrating your ability to lead effectively.
✨Demonstrate Your Customer-Centric Approach
Since the role focuses on delivering exceptional customer service, share examples of how you've championed customer satisfaction in past roles. Discuss any strategies you've implemented to enhance the customer experience and how you motivate your team to prioritise customer needs.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle sensitive situations. Think about how you would approach resolving a serious customer complaint or managing a performance issue within your team, ensuring you convey empathy and professionalism.
