Head of Customer Care iPractice/OpenUp

At iPractice we're on a mission to make mental health accessible to everyone. There is a large, growing and urgent need for mental healthcare in the Netherlands, with current waiting lists for the GGZ exceeding 80.000 people. At iPractice we strive to make mental healthcare better accessible through an innovative concept, and in doing so realizing a new standard for the GGZ. 

Our innovative approach consists of three key elements: 

1. Blended care: we combine online treatments with treatments at location. We use technology efficiently, without losing the personal touch with our clients
2. Solution oriented treatment with a high intensity and clear end dates of the treatment
3. Smart matching: the right psychologist, right treatment, and right treatment duration for every patient 

With the combination of these 3 elements we treat more patients whilst maintaining high patient satisfaction. 

We're growing enormously, and therefore are looking for a Head of Customer Care to join our team

What will you do?

As a Head of Customer Care, you are responsible for the customer care team consisting of about 25 colleagues at our location in Amsterdam. This team has the first contact with our existing and potential new clients. The team is responsible for ensuring a good customer experience for every new potential customer, doing the first check on the match between iPractice and the patient, and planning the intake. You make sure this team functions well, set goals and motivate colleagues to achieve goals in the short and long term.

You are constantly looking for improvements in our processes. You identify problems, work towards solutions, and involve relevant colleagues or external parties/suppliers. With your hands-on mentality, you can handle unexpected challenges: you get energy from a varied task package and being part of a rapidly growing organization.

You report to the iPractice CEO and work closely with the Medical Director. The Customer Care team will grow to approximately 40 people this year.

Your job responsibilities (amongst others):

• You are working every day, together with the team, to improve our client contact so that we can help our (potential) customers well and make sure every customer feels well received at our practice
• You help the team grow, both in number of colleagues and in personal development of colleagues
• You make sure the weekly schedules match the demand of our customers
• You investigate how you can better serve clients and translate this into concrete actions
• You monitor all (potential) clients from first contact until treatment, and in doing so develop a good view of different types of customers and their needs
• You develop rigorous processes to make us more effective and efficient, this includes assessing required technology, teaching the team how to follow these processes, and ensuring we work in a data driven manner

Who you are: 

• You have worked with a team of young part-timers before and get a lot of energy from that.
• You make sure your planning is tight and that everyone knows what they are doing.
• You are solution-oriented, pragmatic and proactive; you solve problems before they occur
• You can work well independently and are also a true team player
• You can give and receive feedback well.
• Can navigate technology and can make adjustments as needed
• Continuously work on improving our service and implement these improvements together with the team
• Dutch speaking 

What do we offer?

• A rapidly growing organization with a mission: make mental health care accessible to everyone
• A team of motivated colleagues who are passionate about their work
• A fun, dynamic and informal work environment
• A lot of room for personal and professional development
• A good salary and benefits package
• A chance to make a real difference in people's lives.