Patient Support Team Lead at Monta

Winnersh, England, United Kingdom

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£30,000 – £35,000Compensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

2+ years’ experience in a high volume patient contact centre
Proven team leadership experience in a very high volume, fast paced inbound call centre environment
Experience with Chat handling
Passionate about delivering exceptional and compassionate customer service
Strong interpersonal, communication and coaching skills
Excellent organisation, attention to detail, and confidence using multiple digital platforms
A calm, solutions-focused mindset with the ability to manage competing priorities
Demonstrable ability to adapt at pace to changes or challenges
Ability to work hybrid (partly at home, partly in Winnersh or London office), including shift-based working and occasional weekend shifts
Occasional travel for training or team events

Responsibilities

Lead, coach, and motivate a team of Patient Support Coordinators to deliver a high-performing, patient-centric service
Oversee daily workflows and task distribution to ensure efficient handling of patient queries, communications, and scheduling
Conduct regular 1:1s, team meetings and performance reviews, with a focus on development and continuous improvement
Act as the first line of escalation for complex or sensitive patient queries, ensuring timely and effective resolution
Support recruitment, onboarding and training of new team members
Monitor key performance indicators (KPIs), such as response times, service levels and patient satisfaction, and implement improvements
Collaborate with cross-functional teams (Clinical, Operations, Governance, Product/Tech) to improve systems, processes and service delivery
Ensure compliance with all relevant regulations, including CQC standards and data protection

Skills

Key technologies and capabilities for this role

Team LeadershipCall Centre ManagementChat HandlingPerformance ReviewsKPIs MonitoringCustomer ServiceCoachingRecruitmentOnboardingTrainingComplianceCQC StandardsData Protection

Questions & Answers

Common questions about this position

What is the salary range for the Patient Support Team Lead role?

The salary range is £30K - £35K.

Is this a remote or hybrid position, and where is the office located?

This is a hybrid role, based partly at home and partly in the Winnersh or London office, with required work from the Winnersh office as needed.

What key skills and experience are required for this position?

Candidates need 2+ years in a high volume patient contact centre, proven team leadership in a fast-paced inbound call centre, experience with chat handling, strong interpersonal and communication skills, and excellent organisation.

What benefits does Monta offer for this role?

Benefits include a competitive salary, 25 days holiday rising to 27 after one year and 30 after two years plus bank holidays, 5% matched pension, cycle-to-work scheme, opportunities for development and growth, and a dynamic supportive work environment.

What makes a strong candidate for the Patient Support Team Lead position?

A strong candidate has proven team leadership in high-volume fast-paced call centres, experience with patient contact and chat handling, strong coaching skills, and a calm solutions-focused mindset for managing priorities and escalations.

Monta

Manages electric vehicle charging stations

About Monta

Monta operates in the electric vehicle (EV) charging sector, providing a solution for managing EV charging stations. The company offers a Charge Point Management System (CPMS) that simplifies the installation, management, and operation of charging points for various clients, including workplaces, commercial businesses, and municipalities. This system allows clients to control access to their charging stations, manage energy usage, collect charging data, and provide multiple payment options. Monta's software-only approach gives it flexibility to meet diverse client needs without requiring different systems. This focus on business-to-business sales and its success in winning tenders distinguishes Monta from its competitors. The company's goal is to support the growth of the EV market by offering comprehensive and efficient management solutions for charging stations.

Copenhagen, DenmarkHeadquarters

2020Year Founded

$139.1MTotal Funding

SERIES_BCompany Stage

Automotive & Transportation, EnergyIndustries

201-500Employees

Risks

Increased competition in the U.S. market could hinder Monta's expansion efforts.

Potential regulatory changes in the U.S. may impact Monta's operations.

Reliance on partnerships poses risks if they do not yield expected results.

Differentiation

Monta offers a comprehensive software-only solution for managing EV charging stations.

The company focuses on B2B sales, targeting fleets, workplaces, and municipalities.

Monta's Charge Point Management System provides exclusive energy management features.

Upsides

Monta's expansion into the U.S. market opens new growth opportunities.

The partnership with Tesla enhances Monta's home charging solutions for corporate fleets.

Rising demand for workplace EV charging solutions supports Monta's business model.

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