Customer Support Manager - Healthcare Call Centre London, England
Job description
Waiting is never fun, especially when it comes to your health.
That’s why Living Room Health have created an immediate, straightforward and cost-effective approach to healthcare, providing same day appointments and a range of services and treatments from MRIs to joint pain management to GP services.
Living Room Health is innovative, dynamic and at the heart of the company is a patient centric clinic supported by medical experts. Our mission is to deliver health care to the high-street.
The role
As the Customer Support Manager, you’ll be one of the foundational team members joining the Living Room Health and growing our UK expansion.
In this role, you’ll lead and manage the Central Customer Service team. You will be leading and managing a team of Customer Support Advisors who are directly supporting our customers needs through email, live chat, social or telephone.
This role will require you to be in the office 5 days per week in our Paddington hub to work closely with key stakeholders including Senior Leadership, Nurses and Customer Service Team.
What you'll be doing
- Monitoring performance, mentoring and supporting to ensure all Customer Service team members are operating at an optimal level
- Building a team of operators who create consistently exceptional experiences for our customers through all interactions
- Delivering against multi-brand contact driving conversion KPIs for all inbound queries
- Delivering against key central KPIs including but not limited to B2C Sales, customer contact, complaint handling, CSAT and NPS targets
- Be the key connectivity conduit between patients and customers both in the B2C and B2B function cross over
- Provide insight into challenges facing the operation and work with the Operations Director to build a continuous improvement culture that creates excellent outcomes for our customers
- Rostering of the Customer Support function and in line with compliance and needs of the business
- Play a key role in growing the team and supporting recruitment efforts
Who are we looking for
The ideal candidate is passionate, self-motivated, and takes pride in producing high-quality work every day. Above all else, you - the ideal candidate - will embody the Living Room Health values and love working in a fast-paced, dynamic workplace.
To be successful in this role, you should have;
- Strong background in growing and leading teams in a fast paced dynamic organisation, ideally in a start-up or scaleup
- A background in working in Operations, Call Centre or Support Centre Management would be ideal
- A background in telemedicine or tele health would be highly desirable
- Strong interpersonal skills with the ability to build effective relationships internally & externally
- Proven ability to innovate in order to solve complex problems
- Proactively seek ways to enhance the teams function
- Strong communication skills with the ability to work across remote teams and various cultures
What can we offer you?
You will work with a collaborative, vibrant and passionate team of experienced professionals, inside and outside of the Customer Service Team and as we continue to grow, there will be plenty of development opportunities.
- Modern offices based in Paddington, Central London
- Social Events
- The ability to join our team and shape our UK business
Due to the nature of our industry, all Living Room Health employees are required to complete a National Police Check and DBS check.
Job Types: Full-time, Permanent
Salary: £40,000.00-£50,000.00 per year
Benefits:
- Employee discount
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Experience:
- Call Centre: 2 years (required)
- Customer Service: 2 years (required)
Work Location: One location
