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Customer Support Supervisor

Customer Support Supervisor

Corona Test Centre
Shoreditch, London UK

Flexible Hours,
Mon-Sun 7:00-20:00


£25,000 - £27,000
per annum

Reporting To
Customer Support Manager

Job Summary

The role of the Customer Support Supervisor for X Medical Group is essential to support leading the customer team to success, ensuring that excellent customer service is received by all customers and accurately reporting on service delivery.

A unique aspect of this role is the verification of pre-departure and lateral flow tests for UK clients which is set to aid the UK’s protection against COVID-19. Full training on this aspect of the role will be provided.

Job Responsibilites

  • Support the Customer Service team to provide an exceptional customer experience across all channels.
  • Motivate and develop a team of Customer Service Representatives to provide an exceptional level of customer service.
  • Ensure all customer queries and complaints are answered in a timely manner by using innovative ideas to find a resolution.
  • Working alongside our Vancouver team to ensure an efficient 24 hour customer support team.
  • Help the team achieve all KPI’s and ensure SLAs are met across all channels.
  • Ensure the team has a clear understanding of the company values and objectives.
  • Identify and provide proactive recommendations to enhance the customer experience.
  • Liaising with laboratories that run results for COVID-19 test results for testing sites, chasing late results and receiving notification of any queries.
  • Verify testing results of Lateral Flow (LFT) pre-departure and arrival tests provide an accurate confirmation of results within the agreed turn-around time.
  • Stay up to date with the customer lifecycle, the organisation's products and services and communicating any changes to the customer support team.
  • Ensure quality assurance reports for each working day are completed and continue to develop processes that improve the efficiency of this procedure.
  • Support staff recruitment.
  • Participate in an annual individual appraisal including taking responsibility for maintaining a record of own personal and/or professional development.
  • On occasion, when considered appropriate you may be required to carry out other duties that fit within your strengths.

Must Haves

  • 1 year customer service experience, dealing with multiple contact channels.
  • Experience working in a customer relations environment
  • Experience improving systems and processes in a fast paced environment
  • Proactive approach to problem solving and a commitment to getting it right for the customer
  • Confident in IT and have knowledge of Google suite
  • Excellent verbal skills, and a friendly and approachable manner.
  • A high standard of written English, presenting information in a clear and logical format i.e. audit reports, policies, guidance documents
  • Excellent organisation and ability to multitask and manage various priorities
  • Able to prioritise own workload and work to deadlines
  • Creativity, willingness to try new things, and the ability to think outside the box

X Medical Group is an Equal Opportunities Employer and will recruit for this position in an unbiased manner.

Get In Touch

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