Patient Support Team Manager Boots Online Doctor

Contract: Permanent

Closing date: Tuesday 21st October

Recruitment Partner: Shannon Linton

We are looking for a Patient Support Team Manager to join our growing team at Boots Online Doctor.

This is a full-time hybrid vacancy within our London offices based in vibrant Angel Islington.

About the role

To provide customer-focused support function to our patients whilst contributing to the development of an award-winning support facility within a growing and forward-thinking Online Doctor Service Provider.

Were looking for a Patient Support Team Manager who can always work autonomously and exercise excellent judgement.

• Managing the performance of the operation through 1:1s coaching and holding team members to account;
• Driving operational excellence efficiencies and a world class patient experience
• Dealing with ad-hoc issues as they arise and providing advice to the wider team in real-time
• Ownership of the PST performance metrics; constantly striving for improvements
• Responsible for all team member behaviours - conducting disciplinary and appeal meetings where necessary
• Role models people leadership developing great talent creating a culture of learning to attract and retain great talent
• Provides clear leadership and direction for all direct team members providing them with regular feedback development and training alongside working with training & quality specialist to identify areas for improvement and skill gaps across the entire operations

What youll need to have

• Solid experience providing customer support or call centre experience;
• Be proactive self-accountable assertive and self-motivated with the ability to perform within tight time constraints address the root causes of issues take the appropriate corrective actions and develop/improve on current processes;
• Understand key drivers to increase customer satisfaction both in terms of quality and on-time delivery;
• Ability to make clear suggestions for further investigative steps to help quickly home in on root causes of network issues and resolve the problem;
• Strive to WOW our patients and your teammates by going above and beyond everyday.
• Minimum of an FTTC connection with internet speeds of 20Mbps download and5Mbps upload.

It would be great if you also have

• Experience in a tech start-up/scale-up.
• Experience or knowledge of the NHS healthcare or healthtech industry.
• Experience of managing a team and/or providing detailed feedback.

Our benefits

• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits schemeincluding option to buy additional holiday discounted gym membership life assurance activity passes and much more.
• Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at Exclusions may apply eligible roles only.Please note any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

Why Boots

At Boots we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots with you we change for the better.

Whats next

Where a role is advertised as full-time we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process we are happy to providereasonable adjustmentsto help you to be at your best.

This role requires the successful candidate to complete aPre-employment checkafter receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service) PVG (Protection of Vulnerable groups) or an Access NI Check.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.