We’re looking for an ambitious and motivating leader to join our Patient Experience Team and drive patient-first outcomes. You’ll lead one of our growing teams across Testosterone Replacement Therapy, Weight Loss or Hair Loss and drive your team to continuously improve our patient’s experience at every step of their health journey with us.
What you’ll do
Lead a team - Manage a customer/patient support team of 10, drive operational performance to meet KPIs around speed and quality. Provide ongoing coaching, feedback, and 1:1 support to help team members reach their full potential.
Drive projects - Identify areas of improvement and work cross-functionally to deliver projects that improve patient experience. This can include working with CRM to optimise our communication with patients, work with our Tech team to deliver new self-service features on the website/app, launch a new metric or improve our ways of working.
Own core metrics - Own high impact metrics such as onboarding of new patients, retention, SLA adherence, CSAT scores.
Analyse & Optimise – Monitor and analyse team performance, identifying opportunities for continuous improvement.
Champion Compliance & Safeguarding – Work closely with our Compliance Team to uphold the highest standards in patient care and service quality.
Who you are
People-led - Whether it’s customers, patients or your team - you’re focused on fostering a culture that puts people at the heart of what it does.
Data-Driven - You seek to understand why something happened and dive deep into data to see where we can improve
High ownership - You take on projects and lead them to completion
Mission Led - You are excited about improving people’s lives and having a key impact on their positive patient experience.
Empathetic - You take time to understand other people’s experiences, help them feel comfortable and support them throughout their journey.
A Natural Leader - You communicate clearly, motivate your team and contribute to key decision-making.
Champion of Feedback - You’re comfortable giving and receiving feedback and foster an environment of continuous improvement.
We're here to help give you all the right info and choices. From erectile dysfunction to hair loss and beyond. So you can be the healthiest, happiest man you can be.
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Customer Experience Manager Q&A's