Customer Care Team Lead

About Numan 

Founded in 2018, we’ve already grown to be a 200+ team distributed across the globe united by a singular mission: empowering people to take control of their health.

Numan is transforming health: we’ve built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to shake off inertia, seize control of their health, and make the most of it. 

To deliver on our transformative mission, we are guided by our 5 company values: 

• Patients first.

• Deliver sustainable results at speed.

• Own the quality.

• Succeed together.

• Care deeply.

Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!

The role

As the Customer Care Team Leader, you will set the standard for excellence by managing a high-performing team focused on productivity and quality. You will oversee live services across various channels, including voice, email, chat, and social media, ensuring Numan delivers a market leading customer support service.

You’ll be:

• A champion for customer obsession, setting a high bar for quality customer service for the members of your team. 
• Line managing a team of agents, ensuring they meet their productivity and quality goals. Holding weekly 121s, ensuring their wellbeing at work and coaching through any performance concerns.
• Performing quality evaluations of agents, to ensure all contacts meet our high standards for customer obsession, and coaching agents to achieve and maintain standards, with the aim of helping them fine tune their skills.
• Resolving any serious customer complaints or escalations arising from the team’s activity, with a positive tone and outcome, and supporting the regulatory processes that apply in healthcare.
• Planning shifts to ensure agents are available at the best time to provide access for customers.
• Planning recruitment and onboarding of new team members as required, with support from the People Team.
• Continuously upskilling, training and developing the team to achieve a best in class customer experience as the Numan offering evolves.
• Fostering a performance culture using Intercom reports and metrics, and contributing to weekly performance meetings, and improvement/growth projects.
• Contributing to the positive culture and cohesive team spirit of the overall operation.

We’re looking for someone who has:

• Extensive experience as a Team Leader in a startup or a business wishing to scale.
• Used metrics and dashboards to manage live service and agent productivity.
• Managed scheduling, and shift patterns to achieve highest availability of service, with optimal staffing levels.
• A track record of robust people performance management.
• An appreciation of how to motivate and develop the skill base of a team of agents and set the tone for service excellence.
• A comfort with technology and enjoys learning, and leading on knowledge.
• A commercial mindset and is comfortable working to targets.
• An iterative approach for a fail fast startup culture.
• Experience growing a team to deliver to targets in a customer centric way.
• The experience handling escalated queries of a sensitive nature in a confidential empathetic and safe setting.

It’s a bonus if you have:

• Experience in a regulated industry such as Health-tech.
• Experience managing a team working on Intercom.

Our benefits include..

📈  -  Share options.

🏖  -  25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan). 

🩺  -  Health insurance with Vitality.

🧸  -  Enhanced maternity and parental leave. 

💼  -  Employee assistance programme (access to therapy, financial planning and discounts).

⚖️  -  Generous pension (includes both employee and employer contributions).

💻  -  Flexible working options, including a dog friendly office in Farringdon. 

📚  -  Personal training and development budget via Learnerbly. 

👟  -  Gympass membership, giving you access to over 2,000 locations in the UK. 

☕️  -  Free office snacks including breakfast items, soft drinks, tea and coffee.

🚲  -  Cycle to work scheme.

%   -  Discount to Numan products for your friends and family.

🤲  -  Paid volunteering days. 

📅  -  An additional 2 weeks off once you reach your 5th anniversary with Numan.

Diversity at Numan

At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring.

We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued.

Embracing diversity isn't just our goal; it's our strength, driving us towards a more inclusive future.