Customer Experience Team Lead

1 week ago

London SE HZ, United Kingdom Manual Full time £60,000 - £80,000 per year

Your goal is to build and lead a world-class patient experience team, ensuring our patients get seamless, high-quality support throughout their journey. You'll be responsible for managing a team of agents, developing processes, and driving performance—making sure we're delivering the best possible care while also operating efficiently.

This is a rare opportunity to take ownership of a growing team and shape how we support patients at MANUAL and Voy. You'll play a key role in optimising our operations, scaling the team effectively, and ensuring we're always improving the experience we offer.

You're someone who thrives in a fast-moving environment, enjoys solving problems, and knows how to inspire and develop a team to deliver outstanding service.

What you'll do
  • Managing a team of Patient Experience Specialists, setting clear expectations and driving performance
  • Coaching and developing your team, ensuring every agent has the support and guidance to succeed
  • Building a strong team culture grounded in end-to-end ownership and high personal standards — empowering every agent to take responsibility, uphold quality, and consistently deliver the best possible experience
  • Identifying trends in patient contacts, feedback, and complaints—then leading initiatives to improve our processes
  • Working closely with cross-functional teams (Product, Operations, Medical) to remove roadblocks and make it easier for patients to get the help they need
  • Using data to track performance, set ambitious targets, and drive continuous improvement
How you operate
  • Think big - you're inspired by frighteningly ambitious solutions to big patient problems and your team's problems, you approach them from first principles and you have the determination to clear hurdles to get there.
  • Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand patient problems and develop long lasting, efficient solutions.
  • Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients and your team.
What we need from you
  • Previous leadership or team support experience in a fast-paced environment (e.g., healthtech) is a plus, but not essential.
  • You're passionate about coaching and developing people—you love seeing your team succeed
  • You're highly organised and comfortable balancing multiple priorities
  • You're comfortable using data to track performance and make informed decisions
  • You have a "roll up your sleeves" attitude—if something needs fixing, you're happy to get stuck in
  • You're excited about what we're building at MANUAL and want to help shape the future of patient experience
  • You can work from our London HQ London Bridge 3 days per week

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