Customer Service Team Leader

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  Lead, support and motivate a team of Customer Service Advisors, ensuring high levels of performance and engagement.

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  Monitor team KPIs and individual performance, conducting regular 1-2-1s and providing coaching to drive improvement.

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  Act as the main escalation point for customer and operational issues, ensuring timely and effective resolution.

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  Manage team resources and workloads across different functions to maintain efficiency and service delivery standards.

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  Identify, implement and support continuous improvements to customer service processes, training materials and team procedures.

This role would be perfect for someone with strong leadership, communication and problem-solving skills, alongside a commitment to continuous improvement, employee development and delivering an exceptional customer experience.

Medica is the UK’s largest telemedicine provider, who provide services to over 50% of the NHS with specialist reporting across the globe. With over 240 head office staff and the company still focusing on growing, there has never been a better time to get involved.

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 can consider varying work patterns and flexible arrangements in line with business requirements so you can maintain a work-life balance.

We celebrate difference and encourage everyone to be themselves at work. Join us today!

• 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.