Customer Service Team Leader

About the Role We are looking for an experienced Customer Service Team Leader to support the day-to-day operations of a busy customer service function within a fast-paced and growing healthcare environment.
This role combines team leadership, operational oversight and hands-on customer support. You will be responsible for ensuring high standards of service delivery, supporting the development of the customer service team, and maintaining smooth operational processes from order placement through to delivery.
This is a great opportunity for someone who enjoys leading people, improving processes and building strong customer relationships while remaining actively involved in operational tasks.

Key Responsibilities Team Leadership  
Lead, motivate and support a Customer Service team to maintain high levels of engagement and performance.
Monitor team and individual performance against KPIs and implement improvements where required.
Conduct regular one-to-one meetings and team meetings to support development and performance management.
Act as the first point of escalation for operational issues within the team.
Support onboarding, training and development of new and existing team members.
Manage team timekeeping, including holidays, absences and workload allocation.
Ensure team compliance with internal procedures and service standards.
Maintain service continuity during periods of planned or unplanned absence.  Operational Management  
Coordinate allocation of customer accounts across the team.
Support operational improvements by identifying opportunities to improve processes and efficiency.
Assist with onboarding of new team members and maintaining internal work instructions.
Address and escalate system or IT issues impacting customer service operations.
Lead daily team huddles and contribute to cross-functional meetings.  Customer Service Responsibilities  
Build and maintain strong relationships with assigned customer accounts.
Process and manage sales orders and invoices accurately in line with internal procedures and regulatory requirements.
Generate picking lists and dispatch documentation and coordinate deliveries with the logistics team.
Monitor customer orders from placement through to completion, managing back orders and providing updates to customers.
Raise purchase orders with suppliers for certain items where required.
Work closely with Sales, Procurement, Logistics and Quality teams to ensure smooth order fulfilment.
Maintain accurate customer records and documentation.
Manage customer enquiries and complaints, ensuring timely resolution and escalation where necessary.
Provide cover for colleagues during periods of absence.  Skills and Experience We are looking for someone with a strong background in customer service leadership within a regulated or healthcare-related environment.
Essential:
 
Minimum 3 years’ experience in a Customer Service Team Leader or Manager role

Experience with in healthcare, pharmaceutical, medical or regulated industries
Strong people management and leadership skills
Experience working with ERP or order management systems
Excellent communication and problem-solving abilities
High level of accuracy and attention to detail
Strong organisational and time management skills
Ability to work both independently and collaboratively in a fast-paced environment
Proficiency in Microsoft Office  What We’re Looking For The successful candidate will be a proactive and solutions-focused leader who enjoys working in a collaborative environment and supporting both customers and colleagues. You will be calm under pressure, highly organised, and committed to delivering excellent service standards.
This role would suit someone who enjoys balancing leadership responsibilities with hands-on operational involvement.
Apply If you are an experienced customer service professional ready to step into a leadership role within a dynamic and supportive environment, we would love to hear from you