{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nCustomer Care Team Lead with HeliosX in London, United Kingdom\n\nHeliosX is one of the world's fastest growing HealthTech companies. We're committed to improving the quality, accessibility, and affordability of healthcare for everyone. In 2013, our Founder Dwayne D'Souza recognised the need for prescription healthcare to catch up with other industries by taking advantage of technological innovations - to enable rapid delivery of medications and improved customer convenience. Since our founding, we've been entirely bootstrapped - we achieved product-market fit and profitability without ANY external funding whatsoever. Our mission is to help people across the world get the medications they need, faster. Through our sites and platforms, customers can conveniently access prescription medications and treatments to treat a range of health problems, as well as purchase clinical-grade, personalised skincare. We have dedicated in-house clinical teams authorised to prescribe medications, and we own a pharma business capable of manufacturing many of the medicines and skincare products we provide. We're an in-house, Direct-To-Consumer (D2C) proposition all the way down - and we're passionate about that approach. Our revenue reached a record $76 million USD last year, with unprecedented 32% year-on-year growth. With a 40% year-on-year growth target for 2024, it's an exciting time to be part of the HeliosX journey. Come and help in making access to medication quicker and easier than ever before in human history! About the role: The Customer Care Team Lead runs the day to day activities connected with the smooth running of the Customer Care Team. They will be responsible for the supervision and management of the team. As well as training, ensuring SLA's and KPI's are achieved, checking productivity, feeding back to the team through 121's and quality reviews and driving outstanding customer service. What you'll be doing: Cascade information to the Customer Care Team from the Customer Care Manager Oversee employee service issue resolution rate and encourage productivity Ensure that SLA and KPI goals are achieved and maintained Ensure that the Customer Care Team are knowledgeable and have all the information that they need to excel in their roles Act as QA on customer service interactions, ensuring regular checks of team member interactions and identifying common and recurring issues Support delivery of key projects Conduct regular 121 sessions with customer care advisors Maintain motivation within the team whilst working in a remote environment Design clear shift schedules based on forecasted activity and opening hours requirements Communicate clearly and effectively with the Customer Care Team to ensure they understand their duties and delegated responsibilities Report back on customer friction points so that the business can continually improve its service Make suggestions on key service, product or website improvements Who you are: 1-year minimum in a people management position managing a team of 4+ people 2-years minimum in Customer Service Roles Experience within a Start-Up/Scale-Up Strong working knowledge of common customer service systems e.g Zendesk Strong working understanding of scheduling practices Strong understanding of training & coaching practices #LI-remote Why work with us? At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions! Aside from working with our all-star team, here are the other benefits of coming on board: Generous equity allocations with significant upside potential 25 Days Holiday (+ all the usual Bank Holidays) Private health insurance, along with extra dental and eye care cover Pension scheme Enhanced parental leave Cycle-to-work Scheme Electric Car Scheme Free Dermatica and MedExpress products every month, as well as family discounts Home office allowance Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside a free Kindle and audible subscription) Salary Banding £35,000-£40,000 GBP"}