Customer Care Team Leader

Join Our Team

Joining our team, you'll play an active part in helping to deliver meaningful impact. At Oxoid Remel Microbiology, acquired from Thermo Fisher Scientific, we play a crucial role in accurate identification and targeted treatment for diseases, ensuring food and beverage safety, and supporting pharmaceutical manufacturing integrity. Our products and services are designed to meet the highest standards of quality and performance, helping our customers achieve their objectives efficiently and effectively.

We are looking for an experienced and motivated Customer Care Team Leader to lead, develop, and support a team of approximately 8–10 Customer Care professionals.

The Team Leader will be responsible for creating a high‑performing, engaged, and customer‑focused team, ensuring consistently high standards of service while delivering against operational and business objectives.

This is a hands‑on leadership role requiring strong people management experience, excellent communication skills, and the ability to successfully lead teams through change and continuous improvement.

You will work closely with key stakeholders across Oxoid Remel Microbiology to resolve issues, improve processes, and ensure the Customer Care team delivers an excellent experience for both customers and internal partners.

• People Leadership & Development
• Lead, motivate, coach, and develop a team of approximately 8–10 Customer Care professionals.
• Create an inclusive, positive, and high‑performing team culture built around accountability, collaboration, and customer focus.
• Conduct regular one-to-one meetings, coaching sessions, and performance reviews.
• Set clear individual and team objectives aligned with departmental and business priorities.
• Provide regular, constructive feedback and recognise strong performance.
• Identify development opportunities and create meaningful development plans for team members.
• Support career progression and succession planning by identifying and developing talent within the team.
• Proactively address performance, attendance, or behavioural concerns in a fair, consistent, and timely manner.
• Promote employee engagement and wellbeing while creating an environment where colleagues feel comfortable sharing ideas and feedback.

• Take ownership of the day‑to‑day performance and operation of the Customer Care team.
• Ensure customer enquiries, requests, and issues are handled accurately, professionally, and within agreed service levels.
• Monitor team performance against relevant KPIs, service levels, and quality standards.
• Use performance data and customer feedback to identify trends, risks, and opportunities for improvement.
• Support the resolution of complex or escalated customer issues, ensuring appropriate ownership and communication.
• Balance customer experience, operational efficiency, quality, and business requirements when making decisions.
• Ensure appropriate workload management and prioritisation across the team.
• Maintain high standards of accuracy, compliance, and documentation.

• Act as a positive advocate for change, helping team members understand the purpose, impact, and benefits of new initiatives.
• Lead and support the team through changes to systems, processes, structures, and ways of working.
• Communicate change clearly and consistently while listening to concerns and supporting colleagues through periods of transition.
• Identify opportunities to simplify processes, remove inefficiencies, and improve both the customer and employee experience.
• Encourage team members to contribute ideas and take an active role in continuous improvement.
• Support the implementation and adoption of new processes,…