Customer Service Team Leader

Description

Full time, Monday to Friday role with an occasional Sunday, no evenings

About LloydsPharmacy Online Doctor

LloydsPharmacy Online Doctor brings over 20 years of expertise in pioneering Digital Health, providing medical consultations online. Our mission is to excel in delivering personalised and accessible healthcare at scale. Our technology forms the foundation of our digital consultations for patients and decision-making tools for doctors.

Role Purpose

In this role, you will play a key role in advancing digital healthcare transformation, ensuring that patients receive safe, efficient, and high-quality service in a dynamic, evolving environment. Initially office-based for a 6-8 week training period Monday to Friday, this position will transition to hybrid/remote working once training is complete.

You will help lead a growing and expanding team of Patient Support Advisors, providing support and direction to them on a daily basis. You will ensure a first-class service is delivered to every patient whilst maintaining patient safety. Coaching, support, development, career guidance and motivation will be provided to all Patient Support Advisors.

Key Responsibilities

Maintain patient safety and uphold the highest standards of careProvide a discreet and efficient service to patientsWork as part of a fast paced and energised teamSupport the team when required in dealing with high volumes of patient queriesBe the first point of escalation for our Support TeamSpeak confidently to patients on the phone focusing on first time resolutionManage daily tasks for the team, ensuring we have enough cover across all communication channelsMotivate the team to achieve their monthly KPI'sIdentify training needs within the team via monthly audits, and any subsequent training arranged for the team or for an individualInvestigate and resolve complaints received via a multitude of different platforms including an internal secure messaging system and TrustPilot reviewsLiaise with external stakeholdersRaise operational and customer service incidents where customer care has been below that expected from the patientIdentify improvement areas in processes and procedures, alongside the Patient Experience manager to deliver solutionsSupport the Patient Experience Manager in the recruitment and training of new joinersExperience and Qualifications

Essential

4 years+ Call Centre and customer service experience within a similar roleExperience of effectively handling customer complaintsEnergetic and empathetic communicatorExcellent customer service skills and dispute management using first time resolution approachExcellent written and verbal communication skillsProficient in applications such as Outlook, Excel, Word, MS TeamsWell organized and motivatedPrevious experience of using CRM portalDesirable

Degree-level education or equivalent.Experience in a healthcare setting.Ability to obtain DBS clearance (administered through us).This role is ideal for those passionate about supporting patients and improving digital healthcare services in a collaborative, patient-centred environment.

Ad ID: 5416929390