Customer Service Team Leader – Online Healthcare Provider
£30,000-£35,000 plus Private Medical Insurance, Discounted Gym Membership, Hybrid Working & Additional Company Benefits
Full-Time, Permanent
Croydon, London | Hybrid (3 days office / 2 days remote)
*Healthcare Experience is Essential
Compass Associates are proud to be working with a valued client who are a fast-growing online healthcare provider delivering safe, regulated healthcare solutions to patients across Europe and beyond. As they continue to scale into new markets, the customer service function is expanding to support increased demand — and that’s where you come in!
We are now looking for an experienced Customer Service Team Leader to help lead, coach and support our international customer service team while ensuring we continue to meet the highest standards of healthcare regulation and patient care.
The Role
This is a newly created role due to business growth and sits between agent and manager level — ideal for a strong customer service professional ready to step into leadership without the full weight of a manager position.
You’ll work closely with the Head of Customer Service and Customer Service Manager, overseeing day-to-day performance, quality, and compliance across a distributed team of 20 customer service agents based across Europe and the Philippines.
This role blends hands-on leadership, operational oversight, and healthcare regulatory compliance, making it a fantastic stepping stone for long-term progression in a regulated healthcare environment.
Responsibilities
- Monitor daily agent productivity and performance against KPIs (calls, chats, emails, abandonment rates, response times)
- Conduct quality assessments and ensure adherence to Care Quality Commission (CQC) and healthcare regulations
- Handle escalated and complex customer queries, including medication side effects, pharmacy stock issues, payment problems, and order rejections
- Support training, onboarding, coaching, and development of customer service agents
- Produce productivity and quality reports for senior stakeholders
- Manage complaints and identify trends to improve overall service delivery
- Act as a key link between frontline agents and senior leadership
Requirements
- This role requires healthcare experience — candidates without this background will unfortunately not be shortlisted
- Customer service experience within a healthcare or regulated environment
- Strong working knowledge of CQC regulations (or equivalent healthcare compliance)
- Experience leading or supervising a customer service team (contact centre or office-based)
- Confidence managing escalations and complex customer complaints
- Ability to thrive in a fast-paced, high-volume environment
- Approximately 2+ years’ relevant customer service experience
- Experience managing remote or internationally distributed teams will be advantageous
- Exposure to NHS, private healthcare providers, or other regulated medical services
Why Join?
- Clear leadership development opportunity without full management pressure
- Exposure to healthcare regulation and compliance — invaluable career experience
- Supportive, hands-on leadership with direct access to senior decision-makers
- Hybrid working model (3 days office, 2 days home)
- Modern office space with chill-out areas, kitchen, free onsite parking and just a 10 minute walk from the nearest station
- Competitive benefits package including:
- Private medical insurance
- Optical & dental cashback
- Discounted gym memberships
- Worldwide travel insurance
- Company pension scheme
- 24 days holiday (plus 8 days bank holiday)
- Additional day off for your birthday
- Free coffee and fresh fruit on site
- Regular social events!
Location & Working Pattern
- Based in Croydon, South East London
- 10-minute walk from Croydon station with excellent transport links
- On-site parking available
- Hybrid working: Tuesday–Thursday in office, Monday & Friday remote
If you’re an experienced customer service professional with a healthcare background and you’re ready to step into a leadership role where you can genuinely make an impact — we’d love to hear from you.
Recommendations
Compass Associates Ltd is acting as a recruitment Consultancy for this permanent vacancy; we offer £200 John Lewis vouchers for each successful recommendation/ referral.
Contact Details
If you would like to be considered for this exciting opportunity, please contact Rachel Smith direct on 02392 002 799. Alternatively, you can email an updated CV to [email protected]
