Customer Experience Manager

3 weeks ago

London Area, United Kingdom Healthera Full time

Customer Experience Manager


Healthera is looking for an enthusiastic and proactive Customer Experience Manager who can deliver outstanding support to our pharmacy partners and their patients. You and your team will be the first point of contact for our B2B and B2C customers, and you will be expected to deliver an excellent customer experience every step of the way.

As well as solving queries via live chat, email and phone; you will also be the internal voice of the customer. You will need to proactively spot trends in the frustrations or needs of our customers and communicate with the Product and Management team to prioritise and improve the customer experience.

You will be someone who is comfortable with technology and happy using a variety of systems. You will need to be able to resolve technical queries in a language that is easily understood and responsible for escalating issues quickly.


Your goal will be to enable customers to find answers quickly and easily online, by owning and building out our support centre and creating innovative customer support strategies.

As a company with ambitions to deliver high growth across multiple international markets, you will have the opportunity to contribute to building a global customer experience function that can manage high volumes of customer queries at a high level of quality and efficiency.


Who is Healthera


Healthera is an exciting health-tech platform business that is growing rapidly and looking for a driven Customer Experience Manager.

Healthera provides patients with medicines, healthcare services and products through the largest digital platform of pharmacies in the UK, including national chains and independent providers.

Our technology empowers patients to access faster medicine delivery and personalised medical care local to them. We reinvent the pharmacy’s operating model which leads to better patient communication, more cross-sales and stronger customer loyalty.

Healthera has a reach of over 10 million people in partnership with over 1600 pharmacies across the UK. We’re accredited by NHS Digital and one of the fastest-growing digital health companies in Europe


On a day to day basis you and your team will:


  • Strive to deliver a world class Customer Experience for our customers measured through our NPS score
  • Respond to customer emails and live chat queries within our SLAs
  • Answer calls from a variety of customers and patients
  • Proactively manage app user order SLAs by proactively reaching out to partner pharmacies whose orders are pending or delayed, and ensure a positive experience for the patient
  • Accurately report interactions with customers, track SLA’s, analyse trends and provide insights to other business areas
  • Liaise with the product team (and others) to enhance our platform
  • Use our systems to build efficient and scalable support processes. Lead the establishment of best-in-class processes and policies in order to manage a high volume of queries
  • Collaborate with the wider Customer Success, Sales and Account Management teams to support one another and share knowledge, learnings and insights.


The Person


  • Passionate about the customer and will go that extra mile to offer them the best service
  • Adaptable and excited by the prospect of moving fast and in a changing landscape
  • Enjoy problem-solving and have the initiative to explore different ideas and solutions
  • An excellent communicator who can adapt their style and enjoys taking complex issues and explaining them in an easy and understandable way.
  • Process driven and happy working with systems and technology


Requirements


  • At least 1 year of experience in a call centre at supervisor/team lead or above level, or customer facing role such as sales, support, account management or similar
  • Demonstrated experience in a fast-paced environment, whilst maintaining clear communication and strategy delivery
  • Demonstrated commercial acumen in decision-making and delivery
  • Experience with customer service tools such as Jira and intercom
  • System savvy, able to identify systems that are missing or being under-used, and implementing them across the department/company effectively
  • Experience with data analysis - Excel / Tableau etc 
  • Bachelor's degree or higher is desirable but not a deal breaker


We offer


  • An excellent opportunity to contribute to and be a part of building and delivering a scaling business strategy in a unique space
  • Competitive salary (based on experience)
  • Private health insurance and thousands of pounds worth of health & wellbeing-related perks
  • Performance-based bonus scheme
  • Growth opportunities within the role
  • Experienced team, fun working environment
  • Bespoke training based on personal goals and ambitions


Healthera will be opening a London office by June 2024, location to be confirmed. Head office located in Cambridge, UK. This role can operate from either office, though visits to Head Office occasionally will be required. Attendance at either office at least 3 days per week.

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