Customer Experience Manager- Customer Care

4 weeks ago

London, 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 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 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.

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’re accredited by NHS Digital and one of the fastest-growing digital health companies in Europe

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
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.

Passionate about the customer and will go that extra mile to offer them the best service
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 commercial acumen in decision-making and delivery
Experience with customer service tools such as Jira and intercom
Experience with data analysis - Excel / Tableau etc 
Bachelor's degree or higher is desirable but not a deal breaker

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
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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