Customer Service Manager
7 days ago
The RolenThe Customer Service Manager will play a crucial role in ensuring the highest level of customer satisfaction. At PillSorted, we consider our tech-enabled, well-trained customer care team as
a core component of our product offering . We are dedicated to serving all customers, including those who are not tech-savvy, by integrating Customer Care as an essential part of our healthcare service rather than merely handling complaints. This role involves leading the customer care team, managing daily operations, and implementing strategies to enhance our service quality. The ideal candidate will be passionate about customer service, possess strong leadership skills, and have a track record of managing successful customer care operations.
Key Responsibilities:nLead and manage the customer care team, ensuring high levels of performance and engagement.nDevelop and implement customer service policies and procedures to improve overall customer satisfaction.nMonitor and analyse customer feedback and service metrics to identify areas for improvement.nHandle escalated customer issues and ensure prompt and effective resolution.nCollaborate with other departments to streamline processes and enhance the customer experience.nTrain, mentor, and develop customer care representatives to foster a positive and productive work environment.nDevelop and implement strategies for efficient and scalable customer onboarding, re-activation, and continuous growth.nActively participate in taking phone calls and processing tickets, demonstrating a hands-on approach and being an integral part of the team.nStay up-to-date with industry trends and best practices in customer service.
Qualifications:nBachelor's degree in Business Administration, Management, or a related field.nProven experience in a customer care management role, preferably within the healthcare or pharmaceutical industry.nStrong leadership and team management skills.nExcellent communication and interpersonal skills.nAbility to handle high-pressure situations and resolve conflicts effectively.nProficiency in customer service software and tools, ideally with experience in Zendesk.nWillingness to travel to London for office work and manage the on-site customer care team.nWillingness to study toward NVQ2 level pharmacy course if not already qualified.
Preferred Qualifications:nExperience working in a remote or hybrid work environment.nKnowledge of pharmacy operations and regulations.
Why Join Us:nImpact:
Play a crucial role in the efficiency and success of a leading health-tech start-up, directly contributing to the health and well-being of our community.nCulture:
Be part of a supportive, innovative team that values every member’s contribution and encourages professional growth.nBenefits:
Competitive salary and opportunities for professional development
How to Apply:nPlease send your CV and a cover letter explaining why you would be a great fit for this role. In your cover letter, highlight your experience in similar roles.
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