Customer Service Team Leader | Online Healthcare Provider
Croydon, London
Full time Permanent
The successful applicant will help lead, coach and support the international customer service team while ensuring the business continues to meet the highest standards of healthcare regulation and patient care as it grows globally.
Responsibilities
* Monitor daily agent productivity and performance against KPIs (calls, chats, emails, abandonment rates, response times)
* Conduct quality assessments and ensure adherence to Care Quality Commission (CQC) and healthcare regulations
* Handle escalated and complex customer queries, including medication side effects, pharmacy stock issues, payment problems, and order rejections
* Support training, onboarding, coaching, and development of customer service agents
* Produce productivity and quality reports for senior stakeholders
* Manage complaints and identify trends to improve overall service delivery
* Act as a key link between frontline agents and senior leadership
Requirements
* Customer service experience ideally within a healthcare or regulated environment
* Experience leading or supervising a customer service team (contact centre or office-based)
* Confidence managing escalations and complex customer complaints
* Ability to thrive in a fast-paced, high-volume environment
* Experience managing remote or internationally distributed teams will be advantageous
* Exposure to NHS, private healthcare providers, or other regulated medical services is highly desirable
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