Role: Customer Service Team Leader
Location: London W1U 2AU (with hybrid working after completion of training)
Salary: £33,000 - £37,000 per annum plus extensive benefits
Contract type: Fixed term contract- 16 months
Employment type: Full time
Working hours: 37.5 hours PW (Monday-Friday + occasional Sunday)
Expert Heath Ltd has over 15 years of experience in leading the way in Digital Medicine. Our mission is to achieve excellence in delivering personalised and accessible healthcare on a large scale. Our algorithms are the basis of our patient-facing digital consultations and clinician-facing decision-making tool. Our algorithms power brands such as LloydsPharmacy Online Doctor, Well Online Doctor and Sexual Health London.
Role Purpose
In this role, you will play a key role in advancing digital healthcare transformation, ensuring that patients receive safe, efficient, and high-quality service in a dynamic, evolving environment.
You will help lead a growing and expanding team of Patient Support Advisors, providing support and direction to them on a daily basis. You will ensure a first-class service is delivered to every patient whilst maintaining patient safety. Coaching, support, development, career guidance and motivation will be provided to all Patient Support Advisors.
What’s in it for you?
Occupational sick pay
Enhanced maternity and paternity pay
Contributory pension
Employee discount site
Employee assistance programme
In-house mental health support
Health and wellbeing initiatives
Social events throughout the year
Cycle to work scheme
Green car scheme*(subject to minimum earnings)
Registration fees paid (GPhC, NMC, CIPD etc)
Long service bonus
Hybrid working
Commitment to CPD/training
25 days annual leave
25% Discount & health & beauty purchases
25% Discount on Pharmacy2U Private Online Doctor Services
What you’ll be doing?
* Maintain patient safety and uphold the highest standards of care
* Provide a discreet and efficient service to patients
* Work as part of a fast paced and energised team
* Support the team when required in dealing with high volumes of patient queries
* Be the first point of escalation for our Support Team
* Speak confidently to patients on the phone focusing on first time resolution
* Manage daily tasks for the team, ensuring we have enough cover across all communication channels
* Motivate the team to achieve their monthly KPI’s
* Identify training needs within the team via monthly audits, and any subsequent training arranged for the team or for an individual
* Investigate and resolve complaints received via a multitude of different platforms including an internal secure messaging system and TrustPilot reviews
* Liaise with external stakeholders
* Raise operational and customer service incidents where customer care has been below that expected from the patient
* Identify improvement areas in processes and procedures, alongside the Patient Experience manager to deliver solutions
* Support the Patient Experience Manager in the recruitment and training of new joiners
Who are we looking for?
* Complaint Resolution Expert: Skilled in handling and investigating complaints across multiple platforms, ensuring patient satisfaction and safety.
* Performance & Training Focused: Capable of identifying training needs through audits, motivating the team to meet KPIs, and supporting career development.
* Process Improver: Proactive in spotting inefficiencies and collaborating with the Patient Experience Manager to enhance service delivery.
* Tech-Savvy: Proficient in Outlook, Excel, Word, MS Teams, and CRM systems—comfortable navigating digital tools in a hybrid work environment.
* Healthcare Enthusiast: Ideally with experience in a healthcare setting and passionate about improving digital healthcare services.
* Organised & Motivated: Well-structured in managing daily operations, team coverage, and recruitment support, with a strong sense of initiative.
What happens next?
Please click apply and if we think you are a good match, we will be in touch to arrange an interview.
Applicants must prove they have the right to live in the UK.
All successful applicants will be required to undergo a DBS check.
Unsolicited agency applications will be treated as a gift.