Customer Service Team Leader | Online Healthcare Provider
Croydon, London
Full time Permanent
Are you a customer service professional with experience working in the healthcare sector?
Do you have a proven track record of driving agent performance within a contact centre environment?
Compass Associates are proud to be working with a highly reputable fast-growing online healthcare provider delivering safe, regulated healthcare solutions to patients across Europe and beyond. As they continue to scale into new markets, the customer service function is expanding to support increased demand and as a result, they are now looking for a Customer Service Team Leader to join the team.
The successful applicant will help lead, coach and support the international customer service team whilst ensuring the business continue to meet the highest standards of healthcare regulation and patient care as they continue to grow and expand across the globe.
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
Contact Simon Codling directly on 0161 241 7686 or email an updated CV to scodling@compassltd.co.uk.
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