Customer Service Team Lead Remote
Job description
Reports to: Head of Operations & Customer Service
Salary: up to £33,000 p.a.
Overview
ProblemShared is seeking an experienced Customer Service Team Lead to join our growing Customer Services team. We are looking for a motivated individual who wants to work in a high-performance team at a scaling health technology company and have responsibility for driving our business growth from day one. Our digital journeys are right at the heart of what we do and our goal is to offer seamless digital experiences to support exceptional healthcare.
As the Customer Service Team Lead at ProblemShared, you will play a crucial role in ensuring our customers receive top-tier support and service. You will lead a team of enthusiastic customer service representatives, guiding them to success and fostering a customer-centric culture. If you are passionate about delivering outstanding customer experiences and thrive in a startup environment, we'd love to hear from you.
Company Overview
ProblemShared is a key innovator in the rapidly expanding field of digital mind health.
We are a practitioner-led, CQC-regulated, digital mind health provider, working with a community of expert practitioners to broaden access to the highest quality care for people across the UK. By leveraging technology, we aim to provide scalable and personalized solutions that enhance mental well-being and bridge gaps in mental healthcare delivery.
We work in partnership with institutions such as the NHS, insurance companies and universities to deliver therapy, psychiatry, neurodevelopmental assessments and post diagnosis care for adults, children and young people.
At ProblemShared we don’t just look at your CV. We’re more passionate about who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working. We embrace difference and individuality and are proud to be equal opportunity employer.
Requirements
- Proven experience in customer service, with at least 2 years in a leadership/team lead role
- Excellent communication skills, both written and verbal
- Strong leadership and coaching abilities, with a track record of motivating and inspiring teams
- Ability to handle challenging situations with empathy and composure
- Innovative and solutions-oriented mindset, always seeking ways to improve the customer experience
- Familiarity with customer service software and tools
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What the job involves
- Manage and mentor a team of customer service representatives, providing coaching and support to enhance their skills and performance
- Handle escalated customer queries and complex issues, ensuring prompt and satisfactory resolutions
- Collaborate with cross-functional teams to address customer concerns and improve overall customer satisfaction
- Develop and implement customer service strategies, KPI's, SLA's, processes, and policies to optimize team performance
- Monitor team performance metrics and implement action plans to achieve service level objectives
- Analyze customer feedback and data to identify trends and areas for improvement
- Participate in hiring and onboarding new team members to build a strong and dynamic customer service team
- Stay up-to-date with industry trends and best practices to drive continuous improvement
- Support the team with responding to customer queries as needed to ensure the team stays within SLAs
