Customer Experience Team Lead

The Opportunity

We're looking for an experienced Customer Experience Team Lead to lead and empower a high-performing team of Customer Experience Specialists. You'll be responsible for ensuring the team exceeds its goals, while driving continuous improvement across our operation and our patients.

This is a people-focused leadership role that combines operational excellence, team development, and cross-functional collaboration. You'll work closely with product, quality, and operational leaders to improve workflows, optimise performance, and enhance patient experience.

What you'll do

Team Leadership & Performance Management

• Lead, motivate, and develop a team of Customer Experience Specialists to meet and exceed operational KPIs and SLAs.
• Conduct regular 1:1s, performance reviews, and coaching sessions to drive engagement and accountability.
• Foster a high-performance culture built on collaboration, continuous learning, and professional growth.
• Identify training needs and implement development plans to enhance individual and team capability.

Operational Excellence & Quality Improvement

• Drive process and quality improvements across customer operations.
• Analyse performance data to identify trends, risks, and opportunities for improvement.
• Develop and refine standard operating procedures (SOPs) to support scalability and compliance.
• Collaborate with Quality teams for effective new starter onboarding and continuous development.
• Partner with Product, Engineering, and Operations teams to inform product enhancements and operational solutions that improve patient experience.

People & Culture

• Build a supportive, inclusive, and high-performing team culture.
• Recognise and celebrate success, while constructively addressing performance challenges.
• Champion wellbeing, professional integrity, and customer experience excellence within the team.

Availability requirements

We are looking for candidates who can reliably commit to full time (37.5 hours) each week. Shift patterns could include evenings and weekends. 

Who you are

Essential:

• Proven experience managing Customer Experience teams
• Strong track record of delivering against KPIs, SLAs, and performance metrics.
• Demonstrated ability to drive measurable improvements in team performance and quality outcomes.
• Excellent communication, coaching, and stakeholder management skills.
• Data-driven mindset with experience in using metrics to guide decisions.
• Comfortable working in a fast-paced, evolving environment.

Desirable:

• Experience working in digital health, managing queues or patients queries.
• Experience working cross-functionally with Product or Operations teams.