Customer Support Manager, HealthTech & NHS

Second Nature; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

London office 2 days/week

Remote work abroad up to 4 weeks

Professional development budget £200/€

Salary Sacrifice

Cycle to Work

Socials & meetups

Job summary

Second Nature in London is seeking a Customer Support Manager to lead our frontline team, ensuring consistently excellent service across NHS contracts, B2C customers and multiple products.

You'll balance people leadership with operations, drive KPI performance, develop the team and work with Product, Ops and Tech to resolve issues.

This role offers hybrid work with 2 days in our London office, a £200/year PD budget and flexible remote options.

Qualifications

• Experience leading a customer-facing team in a busy environment.
• Strong ability to analyze data and report insights to improve performance.
• Excellent written and verbal communication with internal stakeholders.

Responsibilities

• Lead and develop the Customer Support team, fostering a supportive culture.
• Manage day-to-day service delivery, including rotas, performance, quality and capacity.
• Run customer contact campaigns using KPIs to stay focused and on track.
• Maintain clear processes and knowledge resources across products and groups.
• Use feedback and data to identify recurring issues and drive improvements.
• Collaborate with Product, Ops and Tech to resolve issues and feed insights.

Skills

People leadership

Data-driven

KPIs & performance

Customer service

Stakeholder management

Tools

Intercom

Google Workspace

Job description

Second Nature in London is seeking a Customer Support Manager to lead our frontline team, ensuring consistently excellent service across NHS contracts, B2C customers and multiple products.

You'll balance people leadership with operations, drive KPI performance, develop the team and work with Product, Ops and Tech to resolve issues.

This role offers hybrid work with 2 days in our London office, a £200/year PD budget and flexible remote options.