Customer Care Team Lead - London, United Kingdom - HeliosX

HeliosX

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are HeliosX. A group of health tech companies on an ambitious mission to change the way healthcare is delivered. We believe everyone should have access to high-quality, affordable healthcare to help them live healthier, longer, and happier lives. HeliosX's vertically integrated clinical and pharmacy platform powers a personalised, end-to-end healthcare experience.

The Opportunity

We are looking for a Customer Care Team Lead to manage one of the two Customer Care teams which provide support to our Dermatica customers.

This role will be responsible for supervising a team of Customer Care advisors (expected 8-10), with responsibility for team adherence to efficiency, quality and SLA targets.

This role will also provide support in delivering special projects with the aim of improving the service quality and efficiency or preparing for new launches.

Key responsibilities include:
Team Management

Lead a team of Customer Care advisors, setting the example for putting the customer first and providing bestinclass customer support.
Embody the HeliosX values and celebrate success in the team. Encourage new ideas to improve the customer experience or efficiency of the team.
Ensure the team has all the required information to excel in their roles. Communicate relevant updates to processes, new services and products to the team.
Work with the second Dermatica Team Lead to ensure service SLA targets are met, with support from the Ops Analyst.
Complete the required team evaluations within the parameters set by the Quality & Learning Success Manager.
Conduct regular 121 sessions with Customer Care advisors, balancing empathy for both advisors and customers. Provide effective feedback to advisors, leveraging results of evaluations and target adherence to manage advisors to meet set targets.
Ensure the team accurately and timely record any complaints and manage/signoff on any outcomes.

Team Reporting

Work with the Ops Analyst to:
Provide weekly updates on productivity and SLA performance, at an individual advisor and team level.
Identify causes for failed adherence to targets (individual or team level) and implement changes based on relevant data.
Ensure that WFM tools reflect an accurate record of the team's activities so it can be relied upon for Cost to Serve reporting.

Special Projects

Provide support in delivering special projects, with the aim of improving efficiency, quality or preparing for new launches.

Recruitment and Onboarding

With support from Talent Ops, manage recruitment for any new advisors required in the team.
Be part of the recruitment panel for other advisor teams.
Monitor newly onboarded Customer Care advisors' adherence to targets.

What you'll bring to HeliosX

Experience of supervising a customer facing team, within a multichannel high volume contact centre environment.
Experience of delivering against team targets.
Good understanding of customer service tools (e.g. Zendesk as a requirement, WFM tools such as Assembled or Surfboard also useful).
Caring leader with a high level of customer and employee empathy.
Detailed, process and results driven.
Data literate and competent in Excel/Google Sheets, or aptitude to upskill in this area.
Skilled at providing effective feedback in a motivating manner.

Whilst not essential, experience in a digital healthcare or ecommerce skincare business would be considered a strong advantage. #LI-hybrid

Why work with us?:

Competitive pay and a strong equity package
We've grown completely organically with no outside investment, with 2023 forecasted revenue at 70,000,000 USD globally
Remote and flexible working as standard for many of our roles
25 days' annual leave plus UK public holidays
Health insurance, along with extra dental and eye care cover
Individual learning and development budget (alongside a free Kindle)
Free HeliosX products, as well as family discounts
We care about our people we have a 5* rating on Glassdoor
Our vertically integrated network of clinicians and pharmacies are capable of prescribing and delivering medicines to over 467,000,000 people in 9 different countries.