Customer Service Team Leader

Customer Service Team Leader

We have an exciting opportunity for an experienced Customer Service Team Leade r to join our Member Advisor team based in Bristol.

As a Team Lead, you will be responsible for overseeing a team of member advisors, ensuring smooth day-to-day operations, fostering collaboration, and delivering high-quality outcomes. You'll act as a mentor, motivator, and strategic thinker-bridging the gap between team execution and organisational goals.

What you will be doing:

• Lead, coach, and develop a high-performing team

• Set clear goals and monitor team performance

• Collaborate with cross-functional departments to align on priorities

• Identify process improvements and implement best practices

• Handle conflict resolution and support team morale

• Report on key metrics and progress to senior management

About the role

We are looking for the following skills and background:

• Good problem solving and analytical skills
• Good commercial awareness with the ability to make decisions with the "bigger picture" in mind.
• Ability to identify when it becomes appropriate to escalat(e?) a problem.
• Ability to make effective contact with clinicians, accurate assessment of information obtained and acting appropriately upon the outcome.
• Strong diplomatic communicator at all levels; verbally and written to build and maintain internal and external relationships.
• Able to demonstrate critical independent thinking and the ability to multi-task in situations where in the outcome is time sensitive.
• Effective time management to be able to multi-task, prioritise to meet varying tasks and deadlines and delegate.

We are ideally looking for candidates with at least 1.5 years of experience in Claims Handling skills and having coached and or managed a team before.

About the company

All around the world, Healix safeguards people's health and wellbeing.

Required Criteria

• Ability to motivate the team
• Experience in leading a team in a Customer Service / Contact Centre environment
• Team Player

Desired Criteria

• Experience in Claims Handling