Medical Customer Service Team Lead

• Salary range up to 6000 gross per month;

• Pension scheme;

• Learning budget + Growth and development opportunities;

• Monthly personal budget (Alleo);

• 25 vacation days;

• 8% holiday allowance;

• Possibility to work remotely for 20 days within the EU;

• travel allowance;

• A culture of short communication lines, speed, and continuous improvement;

• A hybrid work model: from our new office in Rotterdam (2 days) and partly from home.

• A lot of ownership and space to implement your own ideas.

• An ambitious team in which you can learn from experienced colleagues and also have a lot of impact yourself.

You are an experienced leader and an operational builder. You build a team that can grow to a higher level. You bring structure and build a scalable operation.

A role with a lot of ownership, challenge, and impact on the customer experience and the growth of Wellis. Does this challenge excite you? Then this role is for you!

As Medical Customer Service Team Lead, you will lead the team that forms the heart of our customer experience, together with our other Team Leads Morsel & Maarten. This team (consisting of, among others, pharmacy assistants and nurses) handles the intake, prepares medical files, and guides the customer during their treatment.

Your role is twofold: you are a people manager and a process improver. While our medical experts ensure substantive quality, you ensure the operational structure. You build an efficient machine in which customer satisfaction and medical diligence go hand in hand.

• Leadership & Coaching: You lead the Medical Operations team. You conduct 1-on-1 meetings, team meetings, and are responsible for hiring, development, and (if necessary) offboarding. You manage based on KPIs (such as productivity and customer satisfaction) and ensure uniformity in the way of working.

• Process Optimization: You analyze and improve the current intake process and the customer journey. Where can it be more efficient? You ensure that files go through the process correctly the first time ("first time right").

• Innovation: You contribute ideas regarding digitalization and the use of chat/check-in calls and other options to increase the results of our customers' treatments.

• Monday - Stand-up with your team, check last week's customer feedback, and launch an improvement initiative.

• Tuesday - Work together with Tech on a new chatbot feature and train your team in a new flow.

• Wednesday - Analyze KPIs and share insights with the COO.

• Thursday - Conduct 1-on-1s with your team members and coach them in tone-of-voice and service skills.

• Friday - Brainstorm with the MT about scalability and celebrate successes with your team during the Friday afternoon drinks.