Customer Care Team Leader

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.

This new Team Leader role will play an instrumental part in establishing a new customer care team from scratch in our growing and vibrant operations team. You’ll help select and then line manage a team of agents covering all aspects of performance and well being. You’ll set the bar for excellence in delivery of service by really caring about your team and by giving our customers the best support. You’ll ensure your team shifts are appropriately staffed and supported and work closely with the other team leaders to assure service quality overall. You’ll manage team productivity and quality, and demonstrate a strong grasp of operational metrics and how to manage live service across voice, email, chat and social. You’ll foster strong and productive relationships with our internal partners to ensure things run smoothly for everyone. It’s natural for you to always be looking for ways to make things better. We’re a start up phase business so you’re excited to take responsibility in an environment that’s evolving quickly and has less structure than larger, more established customer care organisations. You love to learn and enjoy personal growth.

Key responsibilities

• Being a champion for customer obsession, setting a bar for high quality customer service for the members of your team and the wider customer care team.
• Line management of a team of agents, to 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 standards for customer obsession, and coaching agents to achieve and maintain standards, helping them fine tune their skills.
• Resolve any serious customer complaints or escalations arising from the team’s activity, with a positive tone and outcome, and support the regulatory processes that apply in healthcare.
• Planning shifts to ensure agents are available at the best time to provide access for customers, and task allocation during shifts - ie inbound, outbound, chat, email.
• Plan recruitment and onboarding of new team members as required, with support from the People Team and Learning Manager.
• Foster a performance culture using Zendesk reports and metrics, and contribute to weekly performance meetings, and improvement/growth projects.
• Raise to the CX Director any opportunities for overall CX improvement that customer interactions raise, as champion for insights arising from all our customer conversations.
• Contribute to the positive culture and cohesive team spirit of the overall operation.

What experience you bring

• At least 2 years experience as a Team Leader in a startup or a business wishing to scale, and are excited by the “green field” scope of the challenge, and need to work flexibly.
• Experience with using metrics and dashboards to manage live service and agent productivity.
• Experience of managing scheduling, and shift patterns to achieve highest availability of service, with optimal staffing levels.
• Track record of robust people performance management.
• Appreciation of how to motivate and develop the skill base of a team of agents and set the tone for service excellence.
• You are comfortable with technology and enjoy learning, and leading on knowledge.
• You have a commercial mindset and are comfortable working to targets.
• You have a test and learn approach for a fail fast startup culture.
• Experience growing a team to deliver to targets in a customer centric way.
• You are capable of empathetically handling escalated queries of a sensitive nature in a confidential and safe setting.

Values we share

• Mission led - You have a passion for and deep subject matter interest in health and wellbeing.
• Highly empathetic and collaborative - You’ll be bringing togetherness and drive contribution.
• Low ego - The best technology leaders spend their time enabling teams to do their best work by providing context, direction and removing roadblocks.
• Ownership - We win and lose together. This role requires candidates who are comfortable taking ownership and high levels of responsibility. We reward that with a highly autonomous way of working that empowers you and your teams.

What we can offer you

• A competitive base salary 25 days holiday + bank holidays.
• A flexible working environment that allows you to make the biggest impact.
• A chance to help build a category-defining company that’s making a real difference in people’s lives.
• Health Insurance with HealthShield. This is a health cash plan paid for by the company. It also includes 24/7 counselling support, EAP programme, 24/7 GP access, access to wellbeing app Thrive and further discounts on fashion, holidays, entertainment, car hire, health and beauty and your weekly shop via the reward platform MyPerks.
• Continuous learning - Books, online subscriptions and budget for workshops and conferences.
• Annual Learnerbly budget.
• Pension contribution.
• Cycle to work scheme and secure cycle area to keep your bike safe.
• Discount to our Numan products (also for family and friends).
• Free eye test.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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.