Customer Service Team Lead

15 hours ago

StokeonTrent, Stoke-on-Trent, United Kingdom Well Pharmacy Full time
Job Description

As a Customer Team Leader at Well Pharmacy, you will be responsible for managing a team of customer advisors, providing day-to-day assistance, and serving as an escalation point for complex queries and complaints.

Main Responsibilities:

  • Recruit, onboard, train, coach, and upskill customer advisors.
  • Measure and report on key customer service metrics and targets.
  • Collaborate with the Customer Manager to identify and analyze data and trends.
  • Support continuous improvement efforts by using data, feedback, and incidents to drive changes.
  • Communicate with GP surgeries, develop processes, and build strong relationships.
  • Respond to customer questions, concerns, feedback, and compliments.
  • Work with other areas of the business to develop a greater understanding and knowledge.

Key Requirements:

  • Experience in a contact centre Customer Service Team.
  • 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.

Well Pharmacy is an equal opportunities employer and welcomes applications from all qualified candidates.

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