Head of Customer Service • Glasgow Simple Online Healthcare
Thank you for your interest in the position of Head of Customer Service
in Glasgow
with Simple Online Healthcare.
This is a video practice interview and we use your
computer's webcam & microphonedevice's cameraphone's camera
to record your answers.
We record your answers one at a time.
The whole thing should take you less than five minutes.
Interview Progress What to expect
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First, we'll enable your camera & microphone and then ask you to record a short introduction about yourself, about 30 seconds long, to make sure your camera is working ok.
Then, we'll ask you to answer one or more questions of your choice from the list below:
1. Can you describe your experience leading customer service teams in high-growth online businesses? What specific challenges did you encounter, and how did you overcome them? Can you describe your experience leading customer service teams in high-growth online businesses? What specific challenges did you encounter, and how did you overcome them?
2. What approaches have you found most effective in scaling customer service operations across multiple markets? What approaches have you found most effective in scaling customer service operations across multiple markets?
3. How have you previously integrated customer feedback into product development or company strategy? Can you provide an example? How have you previously integrated customer feedback into product development or company strategy? Can you provide an example?
4. How would you develop a customer care strategy that adapts to the specific needs of different markets, such as the UK, Germany, Denmark, and Australia? How would you develop a customer care strategy that adapts to the specific needs of different markets, such as the UK, Germany, Denmark, and Australia?
5. Describe your experience with using data and analytics to enhance customer support processes. What key metrics do you consider essential for tracking performance? Describe your experience with using data and analytics to enhance customer support processes. What key metrics do you consider essential for tracking performance?
6. Can you share your leadership style and how it has contributed to fostering a customer-first culture within your team? Can you share your leadership style and how it has contributed to fostering a customer-first culture within your team?
7. How do you ensure continuous training and development opportunities for your customer service teams, particularly in a multilingual environment? How do you ensure continuous training and development opportunities for your customer service teams, particularly in a multilingual environment?
8. What techniques do you use to motivate and inspire your team, especially during high-pressure situations? What techniques do you use to motivate and inspire your team, especially during high-pressure situations?
9. Can you give an example of a situation where you proactively addressed a customer issue before it escalated? What steps did you take? Can you give an example of a situation where you proactively addressed a customer issue before it escalated? What steps did you take?
10. How do you balance process optimisation with providing a personalised customer experience? How do you balance process optimisation with providing a personalised customer experience?
11. Give an example of a successful collaboration with product or marketing teams. What was your role, and what was the outcome? Give an example of a successful collaboration with product or marketing teams. What was your role, and what was the outcome?
12. How would you work with other departments to ensure that the customer journey remains cohesive across all touchpoints? How would you work with other departments to ensure that the customer journey remains cohesive across all touchpoints?
13. What customer care tools and CRM systems have you implemented, and what was the impact on service delivery? What customer care tools and CRM systems have you implemented, and what was the impact on service delivery?
14. How do you envision leveraging automation in customer service while maintaining a personal touch? How do you envision leveraging automation in customer service while maintaining a personal touch?
15. Simple Online Healthcare is on a mission to simplify healthcare. How do you see the role of customer service aligning with this mission? Simple Online Healthcare is on a mission to simplify healthcare. How do you see the role of customer service aligning with this mission?
16. What does exceptional customer service mean to you, and how do you measure success in delivering it? What does exceptional customer service mean to you, and how do you measure success in delivering it?
17. How do you keep abreast of industry trends and innovations in customer service? Can you provide an example of how you've applied a new trend or tool in your work? How do you keep abreast of industry trends and innovations in customer service? Can you provide an example of how you've applied a new trend or tool in your work?
You can answer as many of these questions as you want.
Good luck!
1. Can you describe your experience leading customer service teams in high-growth online businesses? What specific challenges did you encounter, and how did you overcome them?
The preview image will be black while recording; please just continue to record your answer as normal.
Interview Summary •
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Role:Head of Customer ServiceinGlasgow
Interviewed on Wednesday 16 April 2025
at 13:07.
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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nHead of Customer Service with Simple Online Healthcare in Glasgow, Scotland, United Kingdom\n\n About The Role Are you passionate about delivering exceptional customer experiences at scale? Do you thrive in a fast-paced, high-growth environment where innovation, data-driven problem-solving, and creativity is key? We’re looking for a Head of Customer Service to lead and shape our Customer Care function. In this role, you’ll drive customer satisfaction, scale operations across multiple markets, and reimagine how we provide proactive, industry-leading service. As our Head of Customer Service, you’ll be leading a large and diverse team, developing strategies to enhance the customer experience, and helping us reach our ambitious goal of providing \"a differentiating level of care and patient experience at exponential scale\" across the UK, Germany, Denmark, Australia, and beyond. This is a fantastic opportunity for a hands-on leader with a track record of success in customer operations, particularly within high-growth online businesses. What You’ll Be Doing In this role, you’ll own the customer care strategy, leading a multi-lingual, high-performing team that delivers excellence across all markets. You’ll oversee recruitment, training, and development, ensuring our customer service teams are empowered to delight customers at every touchpoint. You’ll also be working closely with our product and operational teams to optimise the customer journey and ensure it’s both efficient and personalised. From setting and monitoring KPIs to embedding the latest customer care tools and technologies, you’ll be shaping a data-driven approach to customer service, ensuring we continuously improve the way we support and engage with our users. You’ll play a key role in driving Simple Online Healthcare’s proactive customer care approach, anticipating customer needs and ensuring their experience is nothing short of outstanding. Key Responsibilities Develop and execute the strategy for outstanding customer care across our current four key markets (UK, Germany, Denmark, and Australia). Lead, coach, and manage a high-performing customer service team, fostering a customer-first culture. Drive customer support from reactive to proactive, anticipating and addressing customer needs before they arise. Collaborate with cross-functional teams—product, marketing, operations—to ensure consistent customer experiences across all touchpoints. Optimise customer care processes and systems, leveraging data, automation, and best practices to improve efficiency and scale. Track and analyse key performance metrics, using data to continuously refine the customer journey and drive business performance. Be the voice of the customer, ensuring their needs and feedback are central to product development and company strategy. What We’re Looking For Experience: Extensive experience in customer-facing roles, particularly in fast-paced eCommerce or high-growth businesses. Proven ability to lead and scale large customer service teams, with a focus on performance, results, and customer retention. Strong understanding of customer journeys and how to build, track, and improve them using data and metrics. Skills: Leadership experience with the ability to motivate and inspire teams to deliver exceptional service. Analytical and data-driven mindset, capable of solving problems and making informed decisions based on insights. Expertise in customer care tools and CRM systems, with a bias toward automation and scalability. Attributes: Passion for customer service and a mission-driven mindset to create standout customer experiences. A collaborative, cross-functional approach to problem-solving and team-building. Entrepreneurial spirit, always seeking new opportunities to drive performance and optimise processes. Why You’ll Love Working Here You’ll be leading the customer service function in a company that is revolutionising healthcare. With the chance to build and scale a high-performing team, you’ll be directly impacting our customers’ experience, driving customer success, and helping us deliver exceptional care across multiple markets. Plus, you’ll be joining a fast-growing, innovative team that values creativity, data-driven decision-making, and collaborative leadership. Our Interview Process: Introductory call with our talent team Operational Task Video interview with hiring manager & leadership panel Video interview with CEO, COO and Expert consultant Salary: £60,000 - £65,000 Location: This role requires a few days a week in the office based in the East End of Glasgow. Basics you can expect: 33 days (Inclusive of Bank Holidays) + 1 day after 2 years of service, up to 5 extra days Extra day off for your birthday Company share scheme Bupa Private Healthcare Income Protection Cycle to Work Scheme My Gym Discounts Company pension scheme Quarterly Team Training and Social Budget Enhanced Maternity and Paternity Leave Rewarding bonus incentive scheme 24/7 helpline for physical and mental health support, counselling, and other wellbeing resources. Love2Shop Discount Hybrid working Internal progression opportunities Relaxed dress code Office extras: Fresh fruit A free coffee machine The Simple Online Healthcare Promise: Founded in 2015, we started off as a small pharmacy with big dreams. Today, we are trusted by over 1000 patients per day, making sure they receive their medication safely and on time. We're always on the lookout for talent. If you're passionate about helping make lives easier, we'd love to hear from you. Join us on our journey to create affordable health solutions. Apply today to be part of a team that values growth, collaboration, and the simplification of healthcare. Your journey towards creating impactful experiences in the healthcare industry starts here. Ready to make a difference? Apply now! Simple Online Healthcare is proud to be an Equal Opportunity Employer. We are a 2023"}
