Customer Support Calls Manager

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Second Nature

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare Insurance • Wellness

Second Nature is a company focused on sustainable weight loss and the development of healthy habits for life. It offers personalized, clinically-proven weight-loss programs developed by top dietitians and psychologists. The programs include both original methods and medication-supported options like Wegovy and Mounjaro, featuring one-on-one support from a nutritionist. Second Nature uses behavioral science through its app to help participants understand and change their eating habits for long-term success. Through their partnerships, including with the NHS, and their focus on creating lasting lifestyle changes, Second Nature aims to transform individuals' relationships with food and health.

📋 Description

• Lead, coach, and motivate a team of 10–15 fully remote calls agents, ensuring high levels of engagement and consistent performance. • Manage call campaigns focused on engagement and milestones, ensuring successful delivery against targets. • Build a positive, high‑energy team culture to keep agents motivated in a high‑volume and often repetitive environment. • Monitor team KPIs, focusing on: • **Call Quality** – ensuring conversations meet standards of empathy, clarity, and compliance. • **Conversions** – driving successful outcomes from engagement calls. • **Call Completion** – ensuring agreed volumes of calls are made and completed effectively. • Partner with the Quality Monitoring Specialist to review performance, identify trends, and introduce training or process changes. • Provide constructive coaching and feedback, supporting both individual growth and team‑wide development. • Hold regular 1:1s, personal development sessions, and team meetings to maintain alignment and motivation. • Drive continuous improvement by introducing new processes, workflows, and best practices to boost both efficiency and quality. • Act as a point of escalation for complex queries and safeguarding cases.

🎯 Requirements

• ✅ What We’re Looking For • - Experience managing small to medium‑sized customer support teams, ideally remote and in a fast‑paced environment. • - Proven ability to coach, inspire, and motivate teams to consistently achieve **quality and conversion targets**. • - Excellent written and verbal communication skills — able to energise your team and communicate clearly with stakeholders. • - Confident with customer service software (Intercom and Ringover experience a plus) and Google Suite (especially Sheets). • - Strong analytical skills with experience using data and reporting to make decisions and identify opportunities. • - Highly organised with strong prioritisation and project management skills; able to juggle multiple campaigns and initiatives. • - A proactive problem‑solver with excellent attention to detail and tenacity when uncovering issues and implementing solutions. • - Resilient under pressure and motivated by achieving ambitious goals.

🏖️ Benefits

• 💼 What We Offer • - An exciting job at a health-tech startup. You’ll be able to see first-hand the impact that we have on improving thousands of people’s lives and tackling the type 2 diabetes and obesity epidemic on a daily basis • - A competitive salary, alongside share options in a growing and profitable health-tech company • - 25 days holiday plus national holidays • - Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone) • - Quarterly in-person socials and company meet-ups • - A friendly, mission-driven team where your work really matters