[New Job Opening] Customer Support Team Lead job Vacancy in London


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Job Details:
Position Name :
Customer Support Team Lead
Job ID :
Description : We are in search for a Team Leader, who will lead a team of highly performing individuals in a fast-paced environment. The service operates 7 days / week. You will be working variable shift patterns between the hours of 7:30am – 10:00pm, 40 hours a week.
Babylon is a fast growing, dynamic environment within the digital healthcare sector where your tasks will constantly evolve and you will have the opportunity to learn something new every day. Clinical Operations is responsible for the service delivery of GP at Hand GP practice, Babylon Private and physical clinics located in London and Birmingham. We have multi-disciplined teams responsible for key processes within our NHS and private healthcare services.
Our aim is to deliver a safe, accessible, effective and high quality service at all times and achieve a CQC rating of outstanding.
Whilst we are in COVID lockdown, you will work remotely but the expectation is that once we return to our London office you’ll be required to commute.
If you are interested in joining our fast growing company, then apply now!
Manage a team of up to 15 advisors, responsible for their performance management & coaching.
Work flexibly across variable shift patterns and support with all duty functions on shift.
Lead, support, coach and develop a team of Membership Support Advisors
Ensure all probation reviews, monthly 1:1 discussions, performance and audit feedbacks are completed within agreed timescales and documented
Manage sickness, absence and conduct issues in line with company policy.
Plan and support delivery of training for team members & ensure all training for yourself is kept up to date.
Lead by example through role modelling the company values and ensuring your team do too
Operational Delivery:
Generate any daily reports as required via Zendesk, RingCentral (telephony), Systmone and any other systems used within the Membership Support team.
Support other administrative function associated with the role
Be a key contact for Babylon clinicians and manage the communication channels between the clinicians and Membership Support
Challenge the boundaries for development and be responsible for your own learning
Support delivery of key KPI’s set for the team aligned with the wider UK Clin Ops WOW’s.
Ensure your direct reports are 100% compliant in regard to clinical compliance
Creating and managing daily rota and tasks for the team to ensure all SLAs and KPIs are met
Process Improvement:
All incident and complaint investigations are completed within agreed timescales and shared learnings applied
All Standard Operating Procedures are documented and kept up to date.
Understand the need for flexibility and strong team leadership when communicating and implementing change
Working in a contact centre or a customer support team
Managing & leading a team and an understanding of performance review processes
Managed standard operating manual/processes in an operational environment
Strong IT skills – knowledge of healthcare systems or Zendesk will be an advantage.
Someone with excellent leadership skills and experience in managing high performing teams.
Analytical mindset, have excellent attention to detail and you work well under pressure
Strong communicator with excellent written and verbal communication skills.
A strong team player , who is able to collaborate across the team , with their peers and other key stakeholders in the business.
Independent, well organised and with a “can do” attitude
Passionate about being a part of healthcare
Desirable Experience:
Working in a healthcare background
Understanding of Primary care
Salary: £30,000 – £35,000 (DOE) including annual bonus scheme
Newly redesigned offices with a fun and engaging culture
25 days holiday + bank holidays
Flexible working hours and remote working.
Private health care including physio and wellbeing for you, your partner and children
Life insurance cover of 4x salary
Unlimited drinks, fruit and a great selection breakfast options
Weekly yoga sessions
Pension contribution matched up to 5%
The Babylon App! Gain access to unlimited free consultations for you and your nearest and dearest.
Please note that COVID-19 vaccination is now a condition of deployment for many in the healthcare sector. Babylon will only make offers of employment for roles within its clinical operations division to candidates who are first able to evidence that they have had a complete course (two doses) of an authorised COVID-19 vaccine or that they are exempt from the vaccine as certified by their GP.
In order to proceed with an application for this role, candidates must self-certify their vaccine status at the time of application
Privacy notice
Your information will be treated in accordance with Babylon’s Data Protection and Security policies, including Babylon’s Employee Privacy Notice. It will be kept securely and for no longer than is necessary in light of our legal obligations. Information you provide will be processed lawfully and stored securely.
This information will along with other factors be taken into account in assessing your suitability for the role based on operational needs and desired start date.
Access to vaccine status information will be restricted to a limited number of employees on a need-to-know basis only. The information will not be used for any purposes other than ensuring compliance with the law, and those purposes stated within this notice and the Employee Privacy Notice.
Whether you work in one of our amazing offices or a distributed team, Babylon is highly collaborative and fun! You’ll have a chance to work in a fast-paced environment with experienced industry leaders. We have a learning environment where you can make an impact.
We are a team on a mission, to put accessible and affordable healthcare in the hands of every person on earth. Our mission is bold and ambitious, and it’s one that’s shared by our team who shares our values, to dream big, build fast and be brilliant. To achieve this, we’ve brought together one of the largest teams of scientists, clinicians, mathematicians and engineers to focus on combining the ever-growing computing power of machines, with the best medical expertise of humans, to create a comprehensive, immediate and personalized health service and make it universally available.
At Babylon our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare. We’re only as good as our people. So, finding the best people is everything to us. We serve millions, but we choose our people one at a time…
We believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all Babylonians can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.
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