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    Service Team Lead - United Kingdom - Perci Health

    Perci Health
    Perci Health United Kingdom

    5 days ago

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    Description
    About Perci Health

    We're a fast-growing healthtech start-up innovating cancer care by connecting healthcare professionals with the growing population of people living with cancer.

    Once cancer treatment has finished, healthcare providers are not set up to treat the personalised needs of this growing population.

    Perci is a safe space to access qualified healthcare providers and ask anything, from mental health and fitness to sexual therapy and nutrition.

    Our goal is to reduce the impact of cancer on individuals, families and society as a whole by building the world's most effective cancer support platform.

    We want to live in a world in which people impacted by cancer have easy access to safe information, and sustained, quality holistic care, supporting them in living healthier and more fulfilled lives.

    We are building a new kind of business, seeking change makers and innovators, who are excited about creating a positive impact on the lives of millions of people.

    We are governed by science and factual insight.
    We believe that a quality outcome is not a quick fix so may take time

    As our member (patients) and professional (clinician) communities grow, we are looking for a confident, proactive and adaptable individual who can drive seamless customer experiences, lead the Customer Success (CS) team and be the first point of escalation for day to day issues within the team.

    The successful candidate will be responsible for leading on Customer Success projects, growing the Customer Success team in line with business growth and advocating and driving positive changes within the team.

    We're looking for a Customer Success Lead to work closely with the Operations, Customer Experience, Clinical and Technology teams to continuously improve member and professional experiences.

    The ideal candidate will be comfortable adapting the role to the needs of the business, applying and growing a breadth of skills that includes enhancing communication and relationship-building.

    Own Customer Success team task management to ensure the organisation, prioritisation, and alignment with broader business objectives
    Spearhead the organisation and execution of Customer Success team meetings
    Drive continuous process improvement/efficiencies for the Customer Success team
    Maintain a deep understanding of all Perci products and services and ensure the CS team is kept up to date on changes to product(s) and/or services and any impact that these will have on the member and AHP communities
    Ensure effective onboarding and training processes are in place for all new CS hires.
    Ensure systems are in place to identify poor performance and that any individuals identified are appropriately supported and managed
    Manage CS team effectively, delegating appropriately and holding staff to account for the delivery of specific objectives and targets
    Undertake annual performance reviews of all direct reports
    Work with the COO to build a pipeline of talent that will sustain the performance of the CS services in the future
    Have an overview of mandatory training compliance

    REPORTING AND ANALYSIS
    Monitor CS key performance indicators (KPI's) regularly and escalate any potential breach of these in a timely manner
    Act as the internal voice of the member, communicating valuable insights and themes to senior management team
    Use data to drive continuous improvement within the CS team processes
    Write and/or review CS policies as required
    Incident management
    Complaints management
    Be the first point of contact for complaints received by the CS team
    Ensure all complaints are logged within the system
    Allocate the most appropriate individual, depending on the nature of the complaint, to act as complaint manager
    Ensure all complaints are investigated and closed within a 30 day period
    Data protection
    ~ 4+ years experience as a Customer Success lead at a digital health tech company preferred or in customer-facing roles
    ~ Proficient in Excel or Google Sheets
    ~ Comfortable leading a team within a remote environment
    ~ 30 days annual leave, plus public holidays;
    ~ 3 days paid annually to volunteer at a charity or community group of your choice;
    ~ Company laptop and any additional equipment required for the role;
    ~ Company outings and team building days;
    ~ Flexible, remote working plus co-working passes

    Full-time (40 hours, 5 days per week)
    We are a remote-first team with the majority of us based in and around London, UK.
    Telephone screening calls will be held on Friday 17th and Wednesday 22nd May.

    We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.

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