Senior Customer Experience / Customer Service Manager - Lingo Biowearables, London

Job description

JOB DESCRIPTION:

About Lingo

Meet Lingo, a new kind of health and wellness technology that gives personalised metabolic coaching based on data from your own body. Lingo tracks glucose to help people make better decisions about their health and nutrition. Biowearable technology will digitize, decentralize and democratise healthcare, enabling consumers to take control of their own health. 

Our purpose and culture

Personalised healthcare is the future. Working on Lingo, you will help build a next-generation technology that enables individuals to make decisions about how to improve energy, lose weight or enhance athletic performance. The Lingo team embodies a start-up culture and mindset with the backing of Abbott, a company with a rich history of healthcare innovation. Join us and grow your career as you help Abbott shape the future of healthcare.

The opportunity

We are now looking to recruit a Senior Customer Experience Manager to based in the central London office, supporting EMEA region. You will be responsible for building and maintaining the customer service centre of excellence, managing the Tier 2 support team, ensuring smooth day-to-day operations and achieving our KPIs targets.

What you’ll do

·  Direct line management for the team of Tier 2 customer service staff and support for 3rd party contact centre, to include development of training programs, including content development, training execution and effectiveness monitoring
·  Monitor the day-to-day status of the contact centre activities to identify problem areas and adapt procedures to improve the overall performance of the team
·  Actively work with cross functional teams to deliver customer insights and performance metrics to leadership
·  Ensure customer service compliance with applicable privacy, regulatory and PCI requirements.
·  Create and update quality procedures / documentation through document control process
·  Ensure all data systems, such as complaints, are optimized
·  Manage vendor relationship where third party resources are utilized
·  Support workforce management, through ongoing forecasting of contact volume or project resource needs
·  Manage order fulfillment operations and train staff on inbound sales skills
·  Support operational excellence and best in class customer support by establishing KPIs, providing performance analysis and looking at new ways of working
·  Plan and execute new customer support for new regions as required 

What you’ll need

·  A Bachelor’s degree, ideally in business
·  Experience with 3rd party and internal contact centre management and prior people management
·  Experience in a regulated environment preferred, including document control processes and quality systems
·  Demonstrated expertise with ticketing and/or CRM systems required (Zendesk and/or Salesforce experience preferred)
·  Ability to execute projects and programs at the contact center level working effectively within cross functional teams
·  Experience with data trending and analysis with demonstrated ability to meet established KPIs
·  Experience with inbound sales preferred
·  Prior experience in a start-up environment would be beneficial

As you’d expect from a global healthcare company, we offer a fantastic range of benefits for you and your family, including competitive salaries and bonus potential, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme.

     

The base pay for this position is
N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Sales Force

     

DIVISION:

LNGO Lingo

        

LOCATION:

United Kingdom > Maidenhead : Abbott House

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 10 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable