Patient Experience Team Lead

at  Manual

We’re looking for an ambitious and motivating leader to join the Patient Experience Team and drive patient-first outcomes. You’ll lead one of our growing teams across Weight Loss, Hair Loss or Testosterone Replacement Therapy and drive your team to continuously improve our patient’s experience at every step of their journey.

• Lead a team - manage a customer support team of 10, drive operational performance to meet KPIs around speed and quality. Provide ongoing coaching, feedback, and 1:1 support to help team members reach their full potential.
• Drive Projects - identify areas of improvement and work cross-functionally to deliver projects that improve patient experience. This can include working with CRM to optimise our communication with patients, work with our tech team to deliver new self-service features on the website/app, launch a new metric or improve our ways of working
• Own core metrics - Own high impact metrics such as onboarding of new patients, retention, SLA adherence, CSAT scores.
• Analyse & Optimise – Monitor and analyse team performance, identifying opportunities for continuous improvement
• Champion Compliance & Safeguarding – Work closely with our Compliance Team to uphold the highest standards in patient care and service quality.