Customer Care Team Lead, HeliosX
DigitalRX US
More information about location
Profitable HealthTech, multiple sites delivering medicine and skincare to users in US + UK
Posted today
Profitable HealthTech, multiple sites delivering medicine and skincare to users in US + UK
101-200 employees
Posted today
More information about location
101-200 employees
Company mission
Making healthcare more accessible. 🚀
Role
Who you are
- Experience of supervising a customer facing team, within a multi-channel high volume contact centre environment
- Good understanding of customer service tools (e.g. Zendesk)
- Experience of delivering against team targets
- Caring leader with a high level of customer and employee empathy
- Detailed, process and results driven
- Data literate and competent in Excel, or aptitude to upskill in this area
- Skilled at providing effective feedback in a motivating manner
- Nice to have - experience in a Digital Health business
What the job involves
- Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions
- You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone
- Come be a part of making our dream of easier and faster healthcare a reality!
- We are looking for a Customer Care Team Lead to manage one of the two Customer Care teams which provide support to RocketRx and ZipHealth (“DigitalRx”) customers
- This role will be responsible for supervising a team of Customer Care Advisors (expected 10-12), with responsibility for team adherence to efficiency, quality and SLA targets
- This role will also provide support in delivering special projects with the aim of improving the service quality and efficiency or preparing for new launches
- Team Management
- Lead a team of CC advisors, setting the example for putting the customer first and providing best-in-class customer support
- Embody the HeliosX values and celebrate success in the team. Encourage new ideas to improve the customer experience or efficiency of the team
- Ensure the team has all the required information to excel in their roles. Communicate relevant updates to processes, new services and products to the team
- Manage CC advisors to meet the set individual productivity, adherence and quality targets
- Work with the second DigitalRx Team Lead to ensure SLA targets are met for shared brands, with support from the Ops Analyst
- Complete the required team evaluations within the parameters set by the Quality & Learning Success Manager
- Conduct regular 121 sessions with CC advisors, balancing empathy for both advisors and customers. Provide effective feedback to advisors, leveraging results of evaluations and target adherence
- Ensure the team accurately and timely update the Complaints & Incidents log and manage/sign-off on any outcomes
- Team Reporting
- Provide weekly updates on productivity & SLA performance, at an individual advisor and team level
- Identify causes for failed adherence to targets (individual or team level) and implement changes based on relevant data
- Special Projects
- Provide support in delivering special projects, with the aim of improving efficiency, quality or preparing for new launches
- Example projects may include:
- Deliver a targeted training programme and demonstrate evidence of improvement over specific areas of concern through targeted evaluations
- Deliver automation and efficiency improvement projects, without compromising the customer experience
- Work with the Clinical Ops Manager on any shared customer experience projects
- Prepare for a new service / product / geography launch by ensuring all internal documentation, training materials and resources are up to date, while also ensuring external customer resources ready to go e.g. website Help Centre
- Recruitment and Onboarding
- With support from Talent Ops, manage recruitment for any new advisors required in the team
- Be part of the recruitment panel for the other CC teams
- Monitor newly onboarded Customer Care Advisors’ adherence to targets
- Strategy and OKRs
- Identify opportunities within the team which are aligned with Customer Care and HeliosX OKRs
Our take
Many industries have developed in order to provide clients with an excellent experience and rapid delivery, but the healthcare sector remained a slow and cumbersome experience. The company was founded in order to solve this problem and improve the efficiency of the healthcare sector through technology.
HeliosX Group aims to improve the quality, accessibility and affordability of healthcare across the UK, US and Europe. The group is mainly interested in the medical, dermatology, and nutritional supplement sectors. The group was founded in 2013 and it includes 4 companies: Dermatica (personalised skincare brand), MedExpress & ZipHealth (online medical consultations & pharmacy) and their men's health brand, RocketRx.
HeliosX Group helped patients across the UK and internationally. The company's main priority is to continue growing, both geographically and in terms of our product offering, to ensure we can continue making healthcare accessible to as many people as possible.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
66% female employees
34% employee growth in 12 months
Glassdoor (4.1)
Trustpilot (4.4)
Company
Employee endorsements
Team energy
"Empathic and energetic team is what makes you feel good when you go to work Monday morning. Imagine how important it is if you work remotely! And I..."
Company benefits
- Equity for Everyone
- Monthly Socials
- Health Insurance
- Gym discount
- Learning and training
- Flexible working
Company values
- 🥇 Putting Customers First
- 🫶 Build Team Excellence
- ⌛ Today Not Tomorrow
- 🧠 Thinking Differently
- 🎬 Act Like an Owner
- 🎯 Keep it Simple
- 💸 Do More With Less
- 🗣️ Communicate Candidly
Company HQ
London, UK
Leadership
Dwayne D'Souza
(Founder & Chairman of the Board)After graduating from the University of Cambridge and gaining experience as a Software Engineer and later in Algorithmic Trading, Dwayne founded HeliosX in 2013.
Stuart Peak
(CEO)Share this job
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