Customer Support Calls Manager (12 Months FTC)

📍 About Second Nature We’re here to help people take control of their health. By bringing together behavioural science, technology, and incredible people, our grand mission is to eradicate the global epidemic of chronic lifestyle diseases once and for all. Our digital habit change programme, delivered digitally through mobile and web apps – helps people to improve their lifestyle, lose weight, and ultimately reduce their risk for conditions such as type 2 diabetes. We've positively changed the lives of over 250,000 people We're rated 'Excellent' by over 7k of our members on Trustpilot We're growing extremely quickly & are now a profitable business We're one of the few consumer health brands that are commissioned by the NHS and leading health insurer, Vitality Health We're a leading B2C provider of GLP-1 medication-assisted weight loss programmes, and 1 of 5 NICE-approved providers to deliver these services within the NHS in the future Our team members stay with us for an average of 4.3 years 🎯 The Role: Customer Support Calls Manager We’re looking for a high‑energy, motivational Customer Support Calls Manager to lead our team of 10–15 remote customer support associates. This role is all about balancing performance and quality : keeping the team engaged, focused, and motivated while delivering exceptional member experiences. You’ll run call campaigns linked to engagement and milestone goals, track performance closely, and ensure that quality outcomes are achieved alongside ambitious performance targets. You’ll be hands‑on in coaching, developing, and recognising your team, ensuring that achievements are celebrated, personal growth is supported, and team wellbeing is always prioritised. Note: This is a 12-month fixed-term contract (FTC) with the option to extend 🛠️ What You’ll Be Doing Lead, coach, and motivate a team of 10–15 fully remote calls agents, ensuring high levels of engagement and consistent performance. Manage call campaigns focused on engagement and milestones, ensuring successful delivery against targets. Build a positive, high‑energy team culture to keep agents motivated in a high‑volume and often repetitive environment. Monitor team KPIs, focusing on: Call Quality – ensuring conversations meet standards of empathy, clarity, and compliance. Conversions – driving successful outcomes from engagement calls. Call Completion – ensuring agreed volumes of calls are made and completed effectively. Partner with the Quality Monitoring Specialist to review performance, identify trends, and introduce training or process changes. Provide constructive coaching and feedback, supporting both individual growth and team‑wide development. Hold regular 1:1s, personal development sessions, and team meetings to maintain alignment and motivation. Drive continuous improvement by introducing new processes, workflows, and best practices to boost both efficiency and quality. Act as a point of escalation for complex queries and safeguarding cases.