Customer Service Team Lead
4 weeks ago
Job Summary
We are seeking a skilled Customer Team Lead to join our team at Well Pharmacy. The successful candidate will be responsible for managing customer advisors, providing day-to-day assistance, and measuring customer service metrics.
Main Responsibilities
- Recruit, onboard, train, coach, and upskill customer advisors.
- Provide support to advisors and serve as an escalation point for complex queries and complaints.
- Measure and report on key customer service metrics and targets.
- Collaborate with the Customer Manager to identify and analyse data and trends.
- Support continuous improvement efforts by using data, feedback, and incidents to drive changes.
- Communicate with GP surgeries and develop processes to build strong relationships.
- Respond to customer questions, concerns, feedback, and compliments.
Requirements
- 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
- Complete root cause analyses and provide feedback to the Operations/Development Teams.
- Support the drive for continuous improvement using data, feedback, and incidents.
- Plan team workload and priorities up to 12 months in advance.
About Us
Well Pharmacy is a diverse and inclusive employer. We are committed to making reasonable adjustments to our recruitment process to support candidates with specific requirements.
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