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Customer Service - Team Leader



Customer Service
Posted on Tuesday, August 8, 2023

A bit about us

We’re Doccla, the virtual ward company. We provide patients and clinicians with the transformative power of remote patient monitoring.

Our existing customers are Hospitals, Community Services, and NHS Commissioners that we partner with to deliver tech enabled virtual wards. With our technology, logistics, and support patients can be discharged from a hospital ward to a virtual one and recover in the comfort of their own homes. Patients love our care pathways and health services become more efficient; it’s a win-win.

We are a young company with big aims and a lot of momentum. In the summer of 2022 we raised $18M in an oversubscribed A round led by General Catalyst, a top tier global VC fund and have gone from strength to strength since: we’ve won a series of large multiyear NHS contracts, extended 100% of our existing client contracts.

This is your chance to join us at a key stage of our growth. Our ambition is to be a category leader for virtual healthcare. You will be joining a highly entrepreneurial team that combines technical, clinical, operational, and commercial colleagues.

We're solving real problems for patients and health systems. we’re looking for dedicated people with a passion for healthcare.


The mission for the Customer Service Team Lead is to optimise performance and quality of Customer Service team’s output: linking the Customer Service team and the rest of the business; making sure workload is handled efficiently; and ensuring that the team is fully trained on new and updated processes which are followed by the team.

Role and responsibilities

We intend to hire two Team Leaders who will between them cover most of the operating hours of the CS team.
Initially one Team Lead may operate Monday to Friday during office hours, but with two there will be cover across the entire week. Individually and as a team these Team Leaders will:

  • Manage communication of new processes and on-shift training.

  • Investigate incidents and escalate urgent or out of process incidents to relevant internal teams for investigation and resolution.

  • Act as an additional coordinator and task prioritiser for the team, supporting the shift lead to allocate work and call for additional support when needed.

  • Oversee the team’s workload and optimise performance, including monitoring and reviewing the performance of agents and of the shift as a whole.

  • Work alongside the agents in the team, the Head of Customer Service, and the wider business to identify and solve operational issues.

  • Line management of some agents will be done by the Team Leaders.

  • Manage the team’s rota for optimised coverage of the workload.

Qualifications and Behaviours:

  • Has extensive experience of customer service and management of customer service teams.

  • Is an excellent communicator across a range of audiences from patients and clinicians, to fellow CS agents and managers, as well as the wider business.

  • Can represent Doccla and the Doccla CS team within Doccla and externally.

  • Is intelligent, hardworking, motivated, and ambitious.

  • Ideally the candidate we hire will have previous experience of working in a start-up or scale-up business.

This role offers the opportunity to take on leadership responsibility in a crucial function at a rapidly growing startup making a difference to patients and clinicians in the UK and across Europe. If this challenge appeals to you please submit your CV and we can discuss the role in more detail.

How we work

We empower everyone to take ownership and responsibility for the company and their role within it. We act ethically and think of helping patients and protecting their safety first.

Whatever your role is, to thrive at Doccla, a can-do and action oriented attitude is essential. As is being a clear and open communicator who is receptive to feedback.

Our team is remote first with offices in London and Stockholm. Most of the team lives in and around London and visits the office one to three times per week to enjoy in person meetings, free lunch with the team, and the general perks of a WeWork. The extent of remote vs office working will depend on your role, as some roles have the flexibility to be fully remote.

We have an employee equity pool that you can be part of so that as the company continues to grow you’ll have a share in its success.

Some of our employee benefits include

  • 25 days of annual leave and up to 8 bank holidays per year
  • Employee Equity Pool
  • Remote Working (Dependent on Role Requirements) with access to our Hammersmith office
  • Onsite Team Lunches
  • Private Health Insurance
  • A monthly Heka budget for health and wellbeing
  • Cycle to Work Scheme
  • Company wide social events

What do you get for all your hard work?

  • A competitive compensation package (base + equity) with annual reviews.
  • Work at one of the most patient focussed and client centric healthtech startups, backed by top VC firms, General Catalyst & Speedinvest.
  • A clear progression plan. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support.

Other benefits;

  • 25 days annual leave a year + public holidays
  • Pension Plan
  • Quarterly performance reviews to encourage regular feedback
  • Regular socials and activities, online and in-person
  • £70/month contributed to your home office if you work remotely
  • And many more!

Diversity at Doccla

Doccla is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Safer Recruitment

Doccla is committed to the principles of safer recruitment, ensuring that safeguarding and promoting the welfare of children and vulnerable adults is central to our recruitment processes.

A Disclosure and Barring Service (DBS) check will be required for all posts with access to children or vulnerable adults. Please note that it is an offence to apply, offer or accept to do any work with children (paid or unpaid) if disqualified from working with children.