Senior Patient Support Lead: Growth & Experience

Paloma Health; Greater London; Hybrid; GBP 57,000 - 69,000; Full time

Benefits offered by this job

Share options

Home Office Equipment Allowance £200

28 days annual leave + birthday + bank

Job summary

Paloma Health in London is seeking an experienced Customer Support Leader to guide the Patient Support Team through a period of rapid growth. You will manage the 8-person team, ensure a high-quality family experience of care, and collaborate with the Head of Operations and a Product Manager for Patient Support.

The role combines hands-on leadership with process optimisation, data-driven improvements, and scope to shape new services as Paloma grows.

Qualifications

• At least 4 years of experience directly managing a large (10+ FTE) customer support team.
• Hands-on style, spending time understanding all the tasks the team manages.
• Calm, empathetic handling of sensitive conversations, complaints and escalations.
• A creative instinct, asking what can be automated to improve productivity.
• Comfort with data and modern customer support software.
• Experience leading and developing a team.

Responsibilities

• Team management and growth: foster a culture of accountability and collaboration; recruit as needed.
• High quality family experience of Patient Support: monitor response times and booking windows; ensure service quality.
• Process optimisation: document and improve processes; work with Product to enhance ticketing software and AI support.
• First line resolutions: handle complaints, Subject Access Requests, and safeguarding queries.

Job description

Paloma Health in London is seeking an experienced Customer Support Leader to guide the Patient Support Team through a period of rapid growth. You will manage the 8-person team, ensure a high-quality family experience of care, and collaborate with the Head of Operations and a Product Manager for Patient Support.

The role combines hands-on leadership with process optimisation, data-driven improvements, and scope to shape new services as Paloma grows.