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Customer Team Leader

2 months ago

StokeOnTrent, United Kingdom Well Pharmacy Full time

Overview of the role

As Customer Team Leader, you will assist and support the Customer Manager in ensuring the smooth operation of the Customer Operations Team. You will provide coaching, mentoring, and management to direct reports to deliver excellent service to our customers and patients. Working closely with the Customer Manager to identify trends and share them with our Senior Leadership Team. You will be part of a team equipped to quickly identify and solve problems for our customers and other healthcare professionals.


The role is hybrid working with 3 days in the office, and 2 days working from home. Working on various shift patterns. 8-4pm, 9-5pm and 10-6pm


Main Responsibilities

  • Managing customer advisors directly, which includes recruitment, onboarding, training, coaching, and upskilling.
  • Providing day-to-day assistance to advisors when support is needed and serving as an escalation point for complex queries and complaints.
  • Measuring and reporting on key customer service metrics and targets and ensuring that customer advisors are meeting these metrics.
  • Collaborating with the Customer Manager to identify and analyse data and trends to escalate any issues and inform the wider business of changes in customer behaviour and service levels.
  • Supporting continuous improvement efforts by using data, feedback, and incidents to drive changes and identify opportunities to redesign, remove, or automate processes.
  • Communicating with GP surgeries, developing processes and systems to build strong relationships, and coordinating prescription requests.
  • Responding directly to customer questions, concerns, feedback, and compliments via the company’s communications tools and in-line with business policies.
  • Working with other areas of the business to develop a greater understanding and knowledge of the business and to build a network of individuals who can help support departmental change.

Key knowledge and skills required for the role:

  • Experience of working in a contact centre Customer Service Team
  • Experience operating in a fast-growing business
  • Strong written and verbal English
  • Management/leadership experience is preferred but not essential

Problem solving & change:

  • Completing root cause analyses and providing feedback to the Operations/Development Teams
  • Support the drive for continuous improvement using data, feedback and incidents to inform changes
  • Plan team workload and priorities up to 12 months in advance


The Ideal Candidate

Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you.

Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.