Customer Support Team Leader

We're recruiting on behalf of a growing, values-led organisation that is investing heavily in its customer experience. This is an excellent opportunity for an experienced Customer Support Team Leader to take ownership of a multi-channel support function and play a key role in shaping service delivery, team performance and customer satisfaction.

You’ll lead, coach and develop a Customer Support team delivering high quality service to a diverse customer base, including private customers, therapists, internal sales teams, UK distributors and export partners.

As Customer Support Team Leader, you’ll be responsible for the day-to-day leadership and performance of the Customer Support team, ensuring service levels, KPIs and customer experience standards are consistently achieved.

• Lead, motivate, and develop a Customer Support team through regular 1:1s, coaching, and performance management
• Manage appraisals, probation reviews, PDRs, and performance goals
• Allocate workload and inbox ownership to ensure service coverage and KPI delivery
• Identify and address underperformance early, working within HR processes
• Recruit, onboard, and train new team members as required
• Deliver ongoing training, call coaching, and side‑by‑side sessions to build commercial awareness and tailored communication skills

• Help shape and deliver a clear customer experience strategy alongside the senior leadership team
• Define service standards, escalation paths, and response expectations for different customer groups
• Act as the first escalation point for complex or high-priority customer issues
• Ensure timely resolution of enquiries and complaints across all support channels
• Maintain up‑to‑date product knowledge and accurate customer‑facing documentation
• Capture and champion customer feedback, translating insight into service improvements

• Own and deliver Customer Support KPIs, including response times, order processing, backlog management, and customer satisfaction
• Champion effective use of Hub Spot CRM, ensuring all customer interactions are logged, tracked, and followed up accurately
• Work closely with Sales and Marketing to optimise workflows, reporting, and visibility of customer insight
• Analyse performance trends, identify root causes, and implement corrective actions
• Produce regular performance reports and insight for senior stakeholders

• Develop, maintain and improve Customer Support SOPs
• Identify inefficiencies and lead improvements that enhance speed, accuracy and customer experience
• Work cross‑functionally with Sales, Marketing, Operations, and Finance to align processes with the end‑to‑end customer journey
• Escalate risks with potential financial, legal, or reputational impact
• Promote a culture of continuous improvement and encourage team‑led ideas

• Build strong internal relationships to ensure seamless service delivery
• Represent Customer Support in cross‑departmental discussions
• Collaborate with Sales, Operations and Finance to remove blockers and support business initiatives

• Proven experience leading and developing a high performing Customer Support or Customer Service team
• Strong track record of delivering KPIs and improving customer satisfaction
• Confident handling escalations and service risk
• Data‑driven, solutions‑focused approach with strong decision‑making skills
• Excellent communication skills with the ability to influence stakeholders at all levels
• Confident and consistent user of Hub Spot CRM (or similar CRM platforms)

• Experience with ERP, MRP, or order management systems
• Background in healthcare, medical devices, or regulated environment
• Demonstrated experience delivering process and service improvement

• Monday to Friday 9am to 5pm
• Competitive Salary
• Matched Pension
• 26 Days Leave (plus Public Holidays)
• Free Onsite Parking
• Access to Help @Hand 24/7 Helpline for you and your immediate Family
• Access to Simply Health
• Company Events

If you are an experienced Customer Support Team Leader and are currently looking for a new challenge then please submit an up to date CV by using the ‘apply’ button below.

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