Job Description
About PillSorted:
PillSorted is a fast-growing digital pharmacy dedicated to providing exceptional medication management and delivery services, specialising in patients with chronic and complex conditions. At PillSorted, we are committed to providing exceptional pharmacy services that prioritise the health and well-being of our patients. As we continue to expand, we are seeking a dedicated and experienced Customer Service Manager to join our dynamic team.
The Role
The Customer Service Manager will play a crucial role in ensuring the highest level of customer satisfaction. At PillSorted, we consider our tech-enabled, well-trained customer care team as a core component of our product offering. We are dedicated to serving all customers, including those who are not tech-savvy, by integrating Customer Care as an essential part of our healthcare service rather than merely handling complaints. This role involves leading the customer care team, managing daily operations, and implementing strategies to enhance our service quality. The ideal candidate will be passionate about customer service, possess strong leadership skills, and have a track record of managing successful customer care operations.
Key Responsibilities:
- Lead and manage the customer care team, ensuring high levels of performance and engagement.
- Develop and implement customer service policies and procedures to improve overall customer satisfaction.
- Monitor and analyse customer feedback and service metrics to identify areas for improvement.
- Handle escalated customer issues and ensure prompt and effective resolution.
- Collaborate with other departments to streamline processes and enhance the customer experience.
- Train, mentor, and develop customer care representatives to foster a positive and productive work environment.
- Develop and implement strategies for efficient and scalable customer onboarding, re-activation, and continuous growth.
- Actively participate in taking phone calls and processing tickets, demonstrating a hands-on approach and being an integral part of the team.
- Stay up-to-date with industry trends and best practices in customer service.
Qualifications:
- Bachelor's degree in Business Administration, Management, or a related field.
- Proven experience in a customer care management role, preferably within the healthcare or pharmaceutical industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to handle high-pressure situations and resolve conflicts effectively.
- Proficiency in customer service software and tools, ideally with experience in Zendesk.
- Willingness to travel to London for office work and manage the on-site customer care team.
- Willingness to study toward NVQ2 level pharmacy course if not already qualified.
Preferred Qualifications:
- Experience working in a remote or hybrid work environment.
- Knowledge of pharmacy operations and regulations.
Why Join Us:
- Impact: Play a crucial role in the efficiency and success of a leading health-tech start-up, directly contributing to the health and well-being of our community.
- Culture: Be part of a supportive, innovative team that values every member’s contribution and encourages professional growth.
- Benefits: Competitive salary and opportunities for professional development
How to Apply:
Please send your CV and a cover letter explaining why you would be a great fit for this role. In your cover letter, highlight your experience in similar roles.