This job expired on 23rd November 2025
Customer Service Team Leader
We have an exciting opportunity for and experienced Customer Service Team Leader to join our Member Advisor team based in Bristol.
As a Team Lead, you will be responsible for overseeing a team of member adviosrs, ensuring smooth day-to-day operations, fostering collaboration, and delivering high-quality outcomes. You’ll act as a mentor, motivator, and strategic thinker—bridging the gap between team execution and organizational goals.
What you will be doing:
Lead, coach, and develop a high-performing team
Set clear goals and monitor team performance
Collaborate with cross-functional departments to align on priorities
Identify process improvements and implement best practices
Handle conflict resolution and support team morale
Report on key metrics and progress to senior management
About the role
We are looking for the following skills and background:
· Good problem solving and analytical skills
· Good commercial awareness with the ability to make decisions with the “bigger picture” in mind.
· Ability to identify when it becomes appropriate to escalate a problem.
· Ability to make effective contact with clinicians, accurate assessment of information obtained and acting appropriately upon the outcome.
· Strong diplomatic communicator at all levels; verbally and written to build and maintain internal and external relationships.
· Able to demonstrate critical independent thinking and the ability to multi-task in situations where in the outcome is time sensitive.
· Effective time management to be able to multi-task, prioritise to meet varying tasks and deadlines and delegate.
We are ideally looking for candidates with at least 1.5 years of experience in Claims Handling skills and having coached and or managed a team before.
What you will need
Required criteria
- Ability to motivate the team
- Experience in leading a team in a Customer Service / Contact Centre environment
- Team Player
Desired criteria
- Experience in Medical Claims Handling
Healix
All around the world, Healix safeguards people's health and wellbeing.
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home. We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution. We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs. More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.
Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world. Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care. Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Our benefits
Commitment to career development We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment. We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.
Health insurance
Vacation, Paid time off
Retirement plan and/or pension
Office perks
Employee development programs
Employee discounts
Gym membership or wellness programs
Opportunity to travel
Casual dress
Cycle to work
Free work laptop
Referral bonus
Open office
Competitive salary
Life insurance
Employee Assistance Scheme
Wellbeing Scheme
Social Opportunities
Progression opportunities
Customer Service Team Leader
All around the world, Healix safeguards people's health and wellbeing.