Customer Service and Warehouse Team Leader

Customer Service and Warehouse Team Leader

At Livity Life, part of Millbrook Healthcare Group,we’releading the Technology Enabled Care (TEC) revolution. Using the most innovative technology and cutting-edge digital tools. We deliver a transformational service that challenges norms and delivers thevery bestcare experience.

We have an exciting opportunity for a Customer Service and Warehouse Team Leaderto join the team within ourEssex

Technology Enabled Care (TEC) Service Centre. Thisis an excellent opportunity whereyou'llwork as part of an engaged and motivated team, for a company committed to reward and recognition for a job well done.

Livity Lifework in partnership with the local authority to supply TEC solutions to support people in their day-to-day life. This TEC service provides the assessment of service users’ care technology needs all the way through to the installation,maintenance and review of technology equipment.

The Customer Service & Warehouse Team Leader creates a culture of excellence across customer service (80% focus) and warehouse operations (20% focus) , ensuring fast, accurate, and high-quality service. The role leads the CS team to deliver outstanding customer experiences, owns escalations and performance reporting, and coordinates tightly with warehouse and field teams to maintain stock accuracy, order pick quality, and equipment readiness.

This role is a highly visible role positioned daily within the CS office to ensure accessible to the team for quick escalations and oversight. Acting as deputy in the absence of the Service Centre Manager, the Team Leader embeds standard processes, drives continuous improvement, and builds resilient capability that supports contract growth and removes single points of failure. A can-do, improvement focused attitude is going to be paramount to success.

About the role:

• Lead, motivate, and develop the CS team; set clear service standards and coach performance.
• Manage day-to-day CS workload: task allocation, queue management, and timely resolution of queries and escalations.
• Own CS performance metrics and reporting (response time, resolution rate, backlog, customer feedback); present insights and drive action plans.
• Review SOP’s, rewrite SOP’s and train against those SOP’s for all staff and new starters.
• Coordinate closely with field operations and warehouse to align schedules, stock availability, multiple-day picks, and equipment readiness.
• Oversee warehouse processes: goods-in, stock control, cycle counts, order pick accuracy, returns processing, and readiness for installs/collections.
• Implement and audit standard operating procedures across CS and warehouse; ensure compliance with company policies and SLAs.
• Run regular team meetings, huddles, and 1:1s; deliver induction and ongoing training; identify skills gaps and arrange courses.
• Handle complex customer issues professionally; de-escalate and resolve promptly; capture root causes and prevent recurrence.
• Ensure accurate documentation and system updates (scanning, order closure, and data quality) in line with procedures.
• Support workforce planning, shift rostering, management, and recruitment/induction activities.
• Champion health & safety, safeguarding, and quality behaviours in CS and warehouse environments
• Act as lead in the absence of the Service Centre Manager; maintain continuity of operations and decision-making

What are we looking for someone with skills in;

• Leadership
• coaching
• problem-solving
• strong organisation
• warehouse management
• stock control
• quality systems
• understanding of telecare equipment workflows and field coordination

What can we offer you?

• Monday to Friday 40 hours
• Up to 33 days holiday (including bank holidays)
• Company Pension Scheme.
• Life Assurance.
• A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets

Our ambition at Livity Lifeis to become the provider of choiceinaworld where intelligent healthcare technology enables proactive, personalised, and preventative care for every individual of all ages and backgrounds to live safe, independent lives in their own homes.

We are on a mission to create and nurture better social care and health outcomes for all.

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