Founding Customer Service / Experience Lead

About Healthera:

Healthera is a leader in digital health innovation, dedicated to revolutionizing the operating model of healthcare providers and creating the most modern, seamless experience possible for millions of patients in the UK and abroad.

Our technology empowers patients to access faster medicine delivery and personalised local medical care. Healthera has a reach of over 30 million people in partnership with over 1600 pharmacies across the UK. Accredited by the NHS, Healthera is one of the fastest-growing digital health companies in the UK.

Position Overview:

We are looking for a passionate, experienced and strategically-minded, Customer Service and Experience Lead to join our team.

This role is crucial in designing and delivering exceptional customer experiences and driving customer satisfaction - for both our B2B and B2C customers.

You will be responsible for developing strategies to enhance customer interactions, managing service operations, and ensuring that our customers receive top-notch support and care.

You will be creating new processes from scratch to ensure the highest level of customer satisfaction both with our technology platform and purchasing/booking experience for medicine and services. Day-to-day, you will be leading our customer service team to success - having overall responsibility for customer experience KPI.

Key Responsibilities:

Customer Experience Strategy:

• Develop and implement strategies to enhance the overall customer experience, starting from creating a create customer experience through working collaboratively with our Product, Tech, and Growth teams.
• Identify customer needs and preferences through data analysis and feedback.
• Design and oversee initiatives to improve customer satisfaction and loyalty.

Team Leadership and Management:

• Lead, mentor, and manage the customer service team to ensure high performance and engagement.
• Provide training and development opportunities to enhance team skills and knowledge.
• Set clear performance expectations and conduct regular performance evaluations.

Operational Excellence:

• Oversee daily customer service operations, ensuring efficiency and effectiveness.
• Develop and enforce standard operating procedures and best practices.
• Monitor key performance indicators (KPIs) and customer feedback to drive continuous improvement.

Customer Interaction and Support:

• Address and resolve complex customer issues and complaints with professionalism and empathy.
• Implement and manage customer support channels, including phone, email, chat, and social media.
• Ensure that all customer interactions are handled in a timely and effective manner.

Collaboration and Communication:

• Work closely with other departments to ensure a seamless customer experience across all touchpoints.
• Communicate customer insights and feedback to relevant teams to drive product and service improvements.
• Foster a customer-centric culture within the organization.

Reporting and Analysis:

• Analyze customer service metrics and trends to identify areas for improvement.
• Prepare and present regular reports on customer service performance and experience metrics.
• Utilize data to make informed decisions and drive strategic initiatives.

Requirement:

• Bachelor’s degree in Business Administration, Customer Service, Management, or a related field; advanced degree or certification in customer experience management is a plus.
• 5+ years of experience in customer service or customer experience roles, with a proven track record of leading teams and driving customer satisfaction.
• Mandatory: demonstrated experience building customer service processes and optimising existing processes
• Experience in customer experience in a B2C environment
• Full proficiency in customer service software such as Jira, Zendesk and CRM systems such as Hubspot
• Proficiency in customer service software and CRM systems.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Analytical skills with the ability to interpret data and generate actionable insights.
• Problem-solving skills and a customer-centric mindset.
• Experience in the healthcare or digital health sector is highly desirable.

What We Offer:

• Competitive salary and benefits package.
• Share options and cash bonus - allowing you to grow with the business.
• Opportunities for career growth and professional development.
• A collaborative and innovative work environment.
• The opportunity to make a significant impact on the customer experience in the healthcare sector.

Location: Healthera has offices in London and Cambridge, UK; you may use either office. This role is primarily office-based (typically 4 days a week) with flexibility.

Healthera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.