Location
Central London

Hours
Full Time

Salary
Competitive salary

About the Role
Second Nature is on a mission to help people take control of their health by combining behavioural science, technology, and exceptional people. Our digital habit change programme supports individuals to improve their lifestyle, lose weight, and reduce the risk of chronic conditions such as type 2 diabetes. Having positively impacted over 250,000 lives, we are a rapidly growing, profitable business rated 'Excellent' by thousands of members. We are proud to be commissioned by the NHS and Vitality Health, and one of the few providers approved to deliver GLP-1 medication-assisted weight loss programmes within the NHS.

As a Customer Support Calls Manager, you will lead a remote team of 10–15 customer support associates, balancing performance and quality to deliver outstanding member experiences. You will manage call campaigns tied to engagement and milestone goals, monitor performance metrics, and ensure quality standards are met alongside ambitious targets. Your role will be hands-on in coaching, developing, and recognising your team, fostering a positive culture that supports personal growth and wellbeing. You will also act as an escalation point for complex queries and safeguarding cases.

You will be responsible for running call campaigns, tracking KPIs such as call quality, conversions, and call completion rates, and partnering with the Quality Monitoring Specialist to identify trends and implement improvements. Regular 1:1s, personal development sessions, and team meetings will be part of your routine to maintain alignment and motivation. Continuous improvement through new processes and best practices will be key to your success in this role.

Experience
- Proven experience managing small to medium-sized customer support teams, preferably remote and in fast-paced environments.
- Demonstrated ability to coach, inspire, and motivate teams to consistently meet quality and conversion targets.
- Strong analytical skills with experience using data and reporting to drive decisions and identify opportunities.

About you
- Excellent written and verbal communication skills, able to energise your team and communicate clearly with stakeholders.
- Highly organised with strong prioritisation and project management skills, capable of managing multiple campaigns and initiatives simultaneously.
- Proactive problem-solver with excellent attention to detail and persistence in resolving issues.
- Resilient under pressure and motivated by achieving ambitious goals.

Qualifications
- Confident user of customer service software (experience with Intercom and Ringover is a plus) and Google Suite, especially Sheets.