Customer Care Team Lead German Speaking (UK)

MedExpress Enterprises Ltd; London; Remote; GBP 35,000 - 40,000; Full time

Job summary

Join a forward-thinking company dedicated to revolutionizing healthcare by providing faster, more accessible services. As a German Speaking Customer Care Team Leader, you'll supervise a dynamic team, ensuring exceptional customer support and driving efficiency in a high-volume contact center. This full-time role offers the opportunity to lead special projects aimed at enhancing service quality and preparing for new launches. With a commitment to personal and professional growth, you'll be part of a diverse team striving to make healthcare better for everyone. Embrace this exciting chance to make a real impact in the healthcare sector!

Benefits

Generous equity allocations

25 Days Holiday

Private health insurance

Pension scheme

Enhanced parental leave

Cycle-to-work Scheme

Electric Car Scheme

Free Dermatica and MedExpress products

Home office allowance

Access to Headspace subscription

Qualifications

• Experience supervising a customer-facing team in a high-volume contact center.
• Good understanding of customer service tools and data literacy.

Responsibilities

• Lead a team of Customer Care Advisors, ensuring quality and efficiency.
• Manage recruitment and onboarding of new team members.

Skills

Customer Service Management

Team Leadership

Data Analysis

Empathy

Feedback Provision

Education

Experience in Customer Care

Experience in Digital Health (nice to have)

Tools

Zendesk

Excel

Job description

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Back in 2013, our founder Dwayne D'Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth.

Where we are now:

We've earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Our 2023 global revenue was $80m, and we're set to more than double this in 2024 as we look to surpass $200m and positively impact the daily lives of more people than ever before. There's never been a more exciting time to join HeliosX.

Where we're going:

Over the next five years, you'll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You'll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.

Come be a part of making our dream of easier and faster healthcare a reality!

German Speaking Customer Care Team Leader

£35-40k

The Role

We are looking for a German Speaking Customer Care Team Lead to manage one of the two Customer Care teams which provide support to RocketRx and ZipHealth ("DigitalRx") customers.

This role will be responsible for supervising a team of Customer Care Advisors (expected 10-12), with responsibility for team adherence to efficiency, quality and 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. The preferred candidate will be based remotely in the UK.

Key responsibilities include:

Team Management

• Lead a team of 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.
• Work with the second DigitalRx Team Lead to ensure SLA targets are met for shared brands, with support from the Ops Analyst.
• Complete the required team evaluations within the parameters set by the Quality & Learning Success Manager.
• 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.

Team Reporting

• 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.

Special Projects

• 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.

Recruitment and Onboarding

• 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.

Strategy and OKRs

• Identify opportunities within the team which are aligned with Customer Care and HeliosX OKRs.

What you'll bring to HeliosX

• Experience of supervising a customer facing team, within a multi-channel high volume contact centre environment.
• 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.
• 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.

Why work with us?

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• Generous equity allocations with significant upside potential
• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Pension scheme
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget

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