Customer Service Team Lead

Job Title: Customer Service Team Leader

Location: Remote with occasional office presence when required

Salary: Competitive, dependent on experience

About the Company

Audiological Science Ltd is a leading provider of audiology services, committed to enhancing the quality of life for our patients. We provide expert care across both private and NHS sectors, offering professional, patient-centred solutions using the latest hearing technologies.

About the Role

We are looking for a proactive and organised Customer Service Team Leader to support a team of Customer Service Representatives based. In this role, you will work closely with the Customer Service Manager to ensure smooth day-to-day operations, maintain excellent patient communication, and uphold service quality across all platforms. This role is ideal for someone with experience in customer service coordination or team support, who thrives in a fast-paced environment and is confident working with digital tools and systems.

Responsibilities

• Coordinate and support the daily activities of Customer Service Representatives.
• Work closely with the Customer Service Manager to maintain service standards and team performance.
• Oversee patient communication processes, including appointment confirmations, reminders, and follow-ups.
• Help with onboarding and training new team members.
• Monitor inboxes and call queues to ensure timely and professional responses.
• Assist in resolving patient queries and concerns with empathy and efficiency.
• Generate service reports using CRM tools and help track performance data.
• Support the smooth running of systems such as HubSpot, live chat, and other service platforms.

Qualifications

• Prior team leadership experience in a customer service setting.
• Excellent communication and interpersonal skills.
• Strong organisational and multitasking abilities.
• Comfortable using digital platforms such as CRM systems, live chat, or booking tools.
• A proactive, detail-oriented approach and willingness to learn.

Preferred Skills

• Experience in a remote or distributed team environment.
• Familiarity with tools like HubSpot, Auditdata, or similar systems (training provided).
• Confidence in problem-solving and supporting process improvement.

Pay Range and Compensation Package

• Competitive base salary, dependent on experience.
• Opportunities for learning, development, and progression.
• UK-based remote role with occasional office presence if required.

Join Audiological Science Ltd and be part of a team that’s committed to delivering excellent patient experiences. If you’re organised, reliable, and customer-focused, we’d love to hear from you.