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Job Descrption

1 year maternity cover (with potential to become full-time)
• Location: hybrid working - UK only
• Hours: Full-time, 40 hours per week

in the UK, we spend £9 billion a year alone on diseases like type 2 diabetes (that’s 10% of the NHS budget). We’re here to help people take control of their health. By bringing together behavioural science, technology, and incredible people, our grand mission is to eradicate the global epidemic of chronic lifestyle diseases once and for all.
Our digital habit change programme – delivered digitally through a mobile app – helps people to improve their lifestyle, lose weight, and ultimately reduce their risk for conditions such as type 2 diabetes.
We’re also one of the few consumer health brands that are also actively commissioned by the NHS to help people living with type 2 diabetes and the national weight management service.
We’re looking for a passionate customer support manager to lead a team of support agents to deliver an incredible service to our... customers

This role is for a manager who prides themselves on building high performing customer support teams. You'll lead a remote team of up to 10-15 customer support agents to ensure we're delivering a world-class customer support experience for our customers. You'll be integral to hiring and building a team of A-players who embody our Second Nature values. To be successful in the role, you'll need to be an excellent people manager who knows how to get the best out of every team member, comfortable managing team performance to KPIs and have an innate curiosity and drive to continuously improve things.

You'll build and lead a team of customer support agents. You'll assist in the hiring of new customer support agents and champion people's personal development and wellbeing, making sure achievements get recognised and celebrated. In your daily management, you'll ensure that schedules and efficient workflows are in place and priorities clearly set out.
You'll create a culture of high performance in the team. You'll monitor your team's workload and performance, making sure best practice is upheld and targets are met. You'll challenge the status quo and adapt and introduce new processes to improve workflows, best practice and performance. You'll put in place strong knowledge management and communications to ensure everyone always has the information they need. You'll work with your team members to maintain our extensive internal knowledge base as well as the Help Centre for our customers. You'll be the go-to person for expert advice and maintain a high standard of support for our customers. You'll be the point of contact for the team for escalations, safeguarding cases and formal complaints and also handle a number of queries from customers yourself.

Drive improvement in key customer support metrics:
Consistently and actively engage in 1:1 meetings, personal development sessions and performance reviews with your team members and in turn with your own manager
We want to deliver a great service and to do so, you'll require excellent attention to detail and tenacity when uncovering problems and executing solutions.
You have a track record of using data and reporting to make decisions. You're able to demonstrate analytical thinking and identify areas of opportunity or ways to improve based on data.
You'll be able to juggle a number of different responsibilities thanks to exceptional organisational and project management skills.
Experience working in a customer support role in a fast-paced environment
Experience managing small to medium-sized teams, ideally in customer support
Familiar with customer service software (experience with Intercom is a plus)
You’ll get to work with amazing, friendly, smart colleagues all incredibly passionate about solving the type 2 diabetes epidemic
Supported CPD allowance
Flexible working

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