Customer Service Team Leader

We have an exciting opportunity for and experienced Customer Service Team Leader to join our Member Advisor team based in Bristol.

As a Team Lead, you will be responsible for overseeing a team of member adviosrs, ensuring smooth day-to-day operations, fostering collaboration, and delivering high-quality outcomes. You'll act as a mentor, motivator, and strategic thinker—bridging the gap between team execution and organizational goals.

What you will be doing:

• Lead, coach, and develop a high-performing team
• Set clear goals and monitor team performance
• Collaborate with cross-functional departments to align on priorities
• Identify process improvements and implement best practices
• Handle conflict resolution and support team morale
• Report on key metrics and progress to senior management

About The Role

We are looking for the following skills and background:

• Good problem solving and analytical skills
• Good commercial awareness with the ability to make decisions with the "bigger picture" in mind.
• Ability to identify when it becomes appropriate to escalate a problem.
• Ability to make effective contact with clinicians, accurate assessment of information obtained and acting appropriately upon the outcome.
• Strong diplomatic communicator at all levels; verbally and written to build and maintain internal and external relationships.
• Able to demonstrate critical independent thinking and the ability to multi-task in situations where in the outcome is time sensitive.
• Effective time management to be able to multi-task, prioritise to meet varying tasks and deadlines and delegate.

We are ideally looking for candidates with at least 1.5 years of experience in Claims Handling skills and having coached and or managed a team before.

Required Criteria

• Ability to motivate the team
• Experience in leading a team in a Customer Service / Contact Centre environment
• Team Player

Desired Criteria

• Experience in Medical Claims Handling

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that's a cancer diagnosis, a need for medical assistance when they're far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we'll pull them out and bring them home.

We're co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don't use scripts, and we don't time calls. We never lose sight of the fact that we're dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that's personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Company Benefits

Commitment to career development

We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.

We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.

Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Progression opportunities

Salary

£33,000.00 per year