Customer Service Team Leader

Job role

This is an exciting time to join the UK's largest private healthcare telemedicine company based in Hastings, East Sussex, who are expanding their Customer Service team.

The Customer Service Team Leader is responsible for leading and developing a team of customer service professionals to ensure the delivery of outstanding support to Medica's clients. The role focuses on driving team performance through KPI management, coaching, training and regular performance reviews, while acting as the primary escalation point for customer and operational issues. Working closely with the team, the postholder will manage resources, support service delivery, implement process improvements and ensure high standards of quality and efficiency are maintained.

Key responsibilities

• Lead, support and motivate a team of Customer Service Advisors, ensuring high levels of performance and engagement.
• Monitor team KPIs and individual performance, conducting regular 1-2-1s and providing coaching to drive improvement.
• Act as the main escalation point for customer and operational issues, ensuring timely and effective resolution.
• Manage team resources and workloads across different functions to maintain efficiency and service delivery standards.
• Identify, implement and support continuous improvements to customer service processes, training materials and team procedures.

Requirements

• Proven ability to lead, motivate and develop a team to achieve performance targets and deliver excellent customer experiences.
• Experience managing and monitoring team performance and implementing improvements to drive productivity and efficiency.
• Excellent communication and interpersonal skills, with the ability to build relationships and engage stakeholders at all levels.
• Ability to act as an escalation point, resolving complex customer and operational issues with confidence and professionalism.
• Strong organisational, resource planning and time management skills, with the ability to manage competing priorities effectively.
• Demonstrated problem solving skills and a continuous improvement mindset, identifying opportunities to enhance processes and service delivery.
• High emotional intelligence, adaptability and professionalism, with a commitment to quality, accountability and team success.

Benefits

• Flexible and hybrid working
• A company culture that promotes work life balance
• Commitment from employers to continued learning and development
• Access to Employee Assistance Programme
• Annual bonus
• Enhanced holiday allowance and bank holidays
• Group life assurance
• Pension
• Social events
• Sick pay
• Cycle to work scheme
• Access to free and regular personal development & wellbeing events

We welcome people from all groups in the community to apply for jobs with Medica so that we maintain inclusive teams and a diverse workforce.

We request all applicants to complete a confidential equalities monitoring form.