.. 9-10 hours per day, 5 days per week Ongoing work Refrences .. read more
Customer Service Team Leader
Position Summary
Experience in similar roles is preferred and the successful applicant will have the opportunity to shape and develop their department.
The role will require regular travel to Brighton.
Annual salary : £27,500 Contract type : Permanent Working hours : Monday to Sunday, 7:00 - 15:00 - 23:00 (40hrs/week), 8-hour shifts on a 6 week rolling rota basis Work mode :Hybrid (a minimum of 2 days in our central-Brighton office)
Role and Responsibilities
1- Management & Leadership Responsibilities :
- Provide support to the Customer Service Manager as required
- Manage a team of customer service agents, responsible for their performance management & coaching.
- Ensure all probation reviews, monthly 1:1 discussions, performance and audit feedbacks are completed within agreed timescales and documented.
- Support completion of compliance training modules for team members & ensure all compliance training modules for yourself are kept up to date.
- Ensure the quality of the service by undertaking call audits and monitoring work completed by the team.
- Identify and determine training needs, promoting continuous improvement; share best practice and measure training effectiveness.
- Encourage growth and development within the team, identifying opportunities for all team members to participate in continuous improvement.
- Manage sickness, absence and conduct issues in line with company policy.
- Work flexibly across variable shift patterns and support with all duty functions on shift ensuring cases are triaged and managed effectively.
- Be a point of contact for complex queries, tech issues, process errors and team issues
- escalating where required.
- Escalating and resolving issues
- Providing detailed reporting to Customer Service Manager
- Carry out regular team catch-ups.
- Undertake ad hoc projects and assist with special projects as required.
2- Customer Service Agent responsibilities :
- Updating and maintaining accurate customer records on our database, including uploading scans and medical reports.
- Taking responsibility for customer enquiries from start to finish.
- Adopting a customer first approach in everything that you do
- Analytical ability in order to identify and improve current processes and procedures.
- Opening, capturing and allocating new cases to doctors, mental health professionals and nutritionists
Skill Requirements/Preferences
- Creative approach to problem solving and commitment to continuous improvement.
- Clear communication skills and ability to handle difficult problems.
- Ability to adapt to changing demands and experience of working in fast paced team.
- Able to work independently as well as to contribute effectively to the team.
- Excellent communicator - written and verbal.
- Keen eye for detail, punctual, organised and empathetic.
- Proactive approach to their work.
- Experience dealing with enquiries via an array of platforms including in-house office communications (Microsoft Teams).
- Leadership Skills
- Motivational Skills
- Self-Motivation
- Strong Relationship Building
Experience Requirements
- Demonstrable experience in a customer facing role.
- Proficiency in MS Office and in database software
- Product Knowledge and Industry Experience
- Employee Training Experience
- Team Leadership Experience
Employee Benefits
- Pension contribution (8% fully paid by Teladoc, with 0% employee contribution)
- Private medical insurance following probation
- Annual paid leave entitlement of 28 days
- Employee Assistance Programme (EAP) with access to free financial, legal and lifestyle advice, with counselling and Mental Health support
- MyStrength - our very own emotional awareness app supporting your mental wellbeing
- Thanks Ben benefits platform
- Cycle to work scheme
- Extended parental leave
- Company laptop
Who We Are
Teladoc Health is the world’s leading virtual care provider, delivering care to over 20 million members across 125 countries. Teladoc formally entered the UK virtual care space in 2019 offering the only comprehensive virtual care solution spanning telehealth GP services, mental health support, expert medical opinion, nutrition consultations and physiotherapy . We work with the world’s leading life, health, accident, travel and general insurers, other large corporates, affinity groups, and the NHS to deliver industry-leading, award-winning virtual healthcare services to their policy holders, employees, and patients.
More Reasons To Join Us
A New Category in Healthcare : Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.
Our Work Truly Matters : Recognised as the world leader in whole-person virtual care,
Teladoc Health uses proprietary health signals and personalised interactions to drive better health outcomes at every stage in a person’s health journey.
Make an Impact :In mo