Customer Care Team Lead, HeliosX
£35-40k
More information about location
Profitable HealthTech, multiple sites delivering medicine and skincare to users in US + UK
Job no longer available
Profitable HealthTech, multiple sites delivering medicine and skincare to users in US + UK
201-500 employees
Job no longer available
£35-40k
More information about location
201-500 employees
Company mission
Creating a more confident world, where everyone can take control of their health to lead happier and healthier lives.
Role
Who you are
- Experience of supervising a customer facing team, within a multi-channel high volume contact centre and/or online environment
- Experience working in a collaborative environment (Team Leads, Senior Leadership etc), where you will support other Team Leads in a scale-up organisation
- Good understanding of customer service tools (e.g. Zendesk)
- Experience of delivering against team targets
- Caring leader with a high level of customer and employee empathy - showing examples of mentorship
- Detailed, process and results driven
- Data literate and competent in Excel, or aptitude to upskill in this area
- Skilled at providing effective feedback in a motivating manner
- Nice to have - Experience in a Digital Health business
What the job involves
- We are looking for Customer Care Team Leads to manage our Customer Care teams which provide support to MedExpress customers, which offers support to the wider HeliosX organisation, covering brands such as RocketRX, Levity, Dermatica & ZipHealth
- This role will be responsible for supervising a team of Customer Care Advisors (expected 12-15), with responsibility for team adherence to efficiency, quality and Service Level Agreement (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
- Lead a team of Customer Care (CC) 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
- Manage CC advisors to meet the set individual productivity, adherence and quality targets
- Collaborate with various Team Leads across all our brands, to ensure SLA targets are met for shared brands, with support from the Ops Analyst
- Conduct regular 121 sessions with CC advisors, balancing empathy for both advisors and customers. Provide effective feedback to advisors, leveraging results of evaluations and target adherence
- Ensure the team accurately and timely update the Complaints & Incidents log and manage/sign-off on any outcomes
- Provide weekly updates on productivity & 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
- Provide support in delivering special projects, with the aim of improving efficiency, quality or preparing for new launches
- Example projects may include:
- Deliver a targeted training programme and demonstrate evidence of improvement over specific areas of concern through targeted evaluations
- Deliver automation and efficiency improvement projects, without compromising the customer experience
- Work with the Clinical Ops Manager on any shared customer experience projects
- Prepare for a new service / product / geography launch by ensuring all internal documentation, training materials and resources are up to date, while also ensuring external customer resources ready to go e.g. website Help Centre
- With support from Talent Ops, manage recruitment for any new advisors required in the team
- Be part of the recruitment panel for the other CC teams
- Monitor newly onboarded Customer Care Advisors’ adherence to targets
- Identify opportunities within the team which are aligned with Customer Care and HeliosX OKRs
Our take
Generally speaking, the healthcare sector is slow to adopt new technologies. HeliosX bucks the trend, having been founded in 2013 to provide quicker, convenient access to medications through the use of cutting-edge tech.
HeliosX aims to improve the quality, accessibility and affordability of healthcare across the UK, US and Europe. With millions of customers worldwide, it operates across the medical, dermatology, and nutritional supplement sectors through its top-selling brands and products - Dermatica (personalised skincare brand), MedExpress (telepharmacy), Levity (prescription weight loss), ZipHealth (online medical consultations & pharmacy) and their men's health brand, RocketRx.
HeliosX has seen its global revenue rocket from £60m to £180m between 2023 and 2024. This growth is impressive for a company that's had no external funding, and it aims to accelerate its expansion in 2025 by moving into new territories.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Team energy
"Empathic and energetic team is what makes you feel good when you go to work Monday morning. Imagine how important it is if you work remotely! And I..."
Company benefits
- Monthly Socials
- Health Insurance
- Gym discount
- Flexible working
- £1,000 Annual Learning and Development budget
- Audible Subscription
- Pension Contribution
- 25 days holiday + UK Bank holidays
- Free HeliosX Products
Company values
- Build Team Excellence
- Putting Customers First
- Today Not Tomorrow
- Thinking Differently
- Act Like an Owner
- Keep it Simple
- Do More With Less
- Communicate Candidly
Company HQ
London, UK
Leadership
Dwayne D'Souza
(Founder & Chairman of the Board)After graduating from the University of Cambridge and gaining experience as a Software Engineer and later in Algorithmic Trading, Dwayne founded HeliosX in 2013.
Stuart Peak
(CEO)Share this job
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