We’re looking for an ambitious and motivating leader to join the Patient Experience Team and drive patient-first outcomes. You’ll lead one of our growing teams across Weight Loss, Hair Loss or Testosterone Replacement Therapy and drive your team to continuously improve our patient’s experience at every step of their journey.
What you’ll do
Lead a team - manage a customer support team of 10, drive operational performance to meet KPIs around speed and quality. Provide ongoing coaching, feedback, and 1:1 support to help team members reach their full potential.
Drive Projects - identify areas of improvement and work cross-functionally to deliver projects that improve patient experience. This can include working with CRM to optimise our communication with patients, work with our tech team to deliver new self-service features on the website/app, launch a new metric or improve our ways of working
Own core metrics - Own high impact metrics such as onboarding of new patients, retention, SLA adherence, CSAT scores.
Analyse & Optimise – Monitor and analyse team performance, identifying opportunities for continuous improvement
Champion Compliance & Safeguarding – Work closely with our Compliance Team to uphold the highest standards in patient care and service quality.
Who you are
People-led - whether it’s customers, patients or your team - you’re focused on fostering a culture that puts people at the heart of what it does.
Data-Driven - you seek to understand why something happened and dive deep into data to see where we can improve
High ownership - you take on projects and lead them to completion
Mission Led - you are excited about improving people’s lives
Empathetic - you take time to understand other people’s experiences, help them feel comfortable and support them throughout their journey
A Natural Leader - you communicate clearly, motivate your team and contribute to key decision-making
Champion of Feedback - you’re comfortable giving other feedback and receiving it
At least 2 years of experience managing a team
Experience working in a Customer Experience function or in a customer-facing role
Experience with working in broader cross-functional teams with business stakeholders
Familiarity with business and commercial metrics to measure the impact of your work. Familiarity with Customer Service metrics to measure the impact of your team
A strong desire to learn and to contribute to the team’s work
Ability to work from our London HQ (Bermondsey / London Bridge) 3 days per week
