Customer Service Team Leader – Online Healthcare Provider

About the role

We are seeking an experienced Customer Service Team Leader to join a fast‑growing online healthcare provider. You will lead, coach and support an international customer service team, ensuring compliance with healthcare regulations while delivering high‑quality patient care.

Key responsibilities

• Monitor daily agent productivity and performance against KPIs (calls, chats, emails, abandonment rates, response times).
• Conduct quality assessments and ensure adherence to Care Quality Commission (CQC) and other healthcare regulations.
• Handle escalated and complex queries, including medication side‑effects, pharmacy stock issues, payment problems and order rejections.
• Support training, onboarding, coaching and development of customer service agents.
• Produce productivity and quality reports for senior stakeholders.
• Manage complaints, identify trends and drive service‑delivery improvements.
• Act as a key liaison between frontline agents and senior leadership.

Required profile

• Customer service experience, preferably within a healthcare or regulated environment.
• Proven experience leading or supervising a contact‑centre or office‑based team.
• Confidence managing escalations and complex customer complaints.
• Ability to thrive in a fast‑paced, high‑volume setting.
• Experience with remote or internationally distributed teams is advantageous.
• Exposure to NHS, private healthcare providers or other regulated medical services is highly desirable.

Required skills

What we offer

• Competitive salary of £35,000 per annum.
• Opportunity to work for a rapidly expanding, regulated online healthcare provider.
• Professional development and leadership experience in a multinational environment.