At a Glance
- Tasks: Lead and develop a dynamic Customer Support team to deliver exceptional service.
- Company: Join a fast-growing health-tech startup making a real difference in people's lives.
- Benefits: Competitive salary, share options, remote flexibility, and generous holiday allowance.
- Other info: Enjoy a friendly culture with opportunities for professional development and team socials.
- Why this job: Be part of a mission-driven team tackling lifestyle diseases and improving health outcomes.
- Qualifications: Experience managing customer-facing teams and strong problem-solving skills required.
The predicted salary is between 37800 - 46200 £ per year.
- Description
- 📍 About Second Nature
We’re here to help people take control of their health.
By bringing together behavioural science, technology, and incredible people, our grand mission is to eradicate the global epidemic of chronic lifestyle diseases once and for all.
Our digital habit change programme, delivered digitally through mobile and web apps – helps people to improve their lifestyle, lose weight, and ultimately reduce their risk for conditions such as type 2 diabetes.
- We've positively changed the lives of over 250,000 people
- We're rated 'Excellent' by over 7k of our members on Trustpilot
- We're growing extremely quickly & are now a profitable business
- We're one of the few consumer health brands that are commissioned by the NHS and leading health insurer, Vitality Health
- We're a leading B2C provider of GLP-1 medication-assisted weight loss programmes, and 1 of 5 NICE-approved providers to deliver these services within the NHS in the future
- Our team members stay with us for an average of 4.3 years
- 🎯 The Role: Customer Support Manager
We're seeking a Customer Service Manager to lead our frontline support function and ensure consistently excellent service.
The role combines people leadership with a strong operational focus: managing performance and ways of working, while identifying improvements and solving problems as they arise.
While the immediate focus is on Customer Support, there is scope for the role to evolve as the team and wider business develop.
With responsibility across NHS contracts, B2C customers and multiple products, the role requires someone who can balance competing priorities and bring structure and consistency to a busy environment.
Experience managing a customer-facing team is important, alongside confidence working with KPIs, supporting team development and getting into the detail when needed.
We're looking for an organised, practical leader who can make good decisions, respond quickly when things change and help the team work effectively without losing sight of the customer.
- 🛠️ What You’ll Be Doing
- Lead and develop the Customer Support team, creating a positive culture where people feel supported, motivated and able to grow.
- Manage day-to-day service delivery, including rotas, performance, quality and capacity, ensuring the team meets its goals while maintaining a high standard of customer experience.
- Run and oversee customer contact campaigns linked to engagement and milestone goals, using performance data to keep the team focused and on track.
- Maintain clear, effective processes and knowledge resources so the team can work consistently across multiple products, services and customer groups.
- Use data, customer feedback and team insight to identify recurring issues and improve how we work.
- Work with teams across Second Nature, including Product, Ops and Tech, to resolve issues and feed customer insights back into the wider business.
- Support the rollout of new products, processes and services, making sure the team is prepared and equipped to deliver them effectively.
- Act as a point of escalation for complex customer issues, safeguarding concerns and formal complaints, while ensuring the requirements of our NHS, partner and B2C services are met.
Requirements
- ✅ What We’re Looking For
- Experience managing a customer-facing team, ideally in a busy, fast-paced service environment. Experience managing frontline or junior teams is a plus.
- A natural problem solver with data at the front of your thinking.
You instinctively reach for the numbers to understand what's really going on, create your own view when the reporting doesn't exist, and use insight to drive efficiency and improve performance.
- Strong people leadership skills, with the ability to coach, motivate and hold a team accountable for performance and quality.
- Organised and operationally minded, with the ability to manage competing priorities and day-to-day team performance.
- A practical, solution-focused approach, with the confidence to think on your feet, create structure and resolve problems as they arise.
- Curious and proactive, with the confidence to explore new tools, approaches and technologies, test ideas and find better ways of working, even when there isn't an obvious playbook.
- Customer-focused, with the ability to use feedback, data and reporting to identify issues and improve the service.
- Strong written and verbal communication skills, comfortable working with both customers and internal stakeholders.
- Experience working with NHS or partner contracts is a plus, alongside comfort with compliance-driven processes.
- Familiarity with Google Workspace; experience with Intercom or similar customer service software is a plus.
Benefits
- 💼 What We Offer
- An exciting job at a health-tech startup.
You’ll be able to see first-hand the impact that we have on improving thousands of people’s lives and tackling the type 2 diabetes and obesity epidemic on a daily basis
- A competitive salary, alongside share options for permanent roles in a growing and profitable health-tech company
- 25 days holiday plus national holidays
- 2 days/week in our London office (for most core roles)
- Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
- £200/year professional development budget, plus extra for role-specific training
- Salary Sacrifice and Cycle to Work schemes
- Quarterly in-person socials and company meet-ups
- A friendly, mission-driven team where your work really matters
Customer Support Manager in London employer: Second Nature
At Second Nature, we pride ourselves on creating a supportive and inclusive work environment where every team member is valued. Located in the vibrant city of London, our culture emphasises genuine hospitality, personal growth, and teamwork, ensuring that you are not just an employee but a vital part of our mission to provide exceptional guest experiences. With opportunities for career advancement, comprehensive training, and a range of benefits including additional annual leave and wellness initiatives, working with us means being part of a community that truly cares about your development and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Second Nature. 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 Second Nature 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 Support Manager in London
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 Second Nature:Your cover letter is your chance to shine! Tell us why you want to work at Second Nature 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 Second Nature!
How to prepare for a job interview at Second Nature
✨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.
