Customer Care Team Lead (Dermatica)

Customer Care Team Lead (Dermatica) London, England

HeliosX
Full Time London, England 25048 - 27444 GBP ANNUAL Today
Job 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.

Established in 2013, our health tech brands, including Dermatica, RocketRx, MedExpress, and ZipHealth, have delivered over 2.2MM digital healthcare visits in 9 countries across the US and EU. To learn more about our brand and offerings, visit heliosx.com.

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.

This is a full time, permanent role. The preferred candidate will be based in the UK, with remote/hybrid working options available.

Key responsibilities include:

Team Management

  • Lead a team of Customer Care advisors, setting the example for putting the customer first and providing best-in-class 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/sign-off 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 multi-channel 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?

HeliosX is headquartered in London, with offices in Florida. Thanks to our hybrid and remote working options, we also have over 160 people based in 15 different countries throughout the world. We are a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our goal of improving the quality, accessibility, and affordability of healthcare for all. Aside from working with our all-star team, here are a few other reasons you should consider applying to join HeliosX:

  • 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.

Customer Care Team Lead (Dermatica)
HeliosX

www.heliosx.com
London, United Kingdom
Dwayne D'Souza
$25 to $50 million (USD)
51 to 200 Employees
Company - Private
Healthcare Services & Hospitals
2013
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