Role summary
Oakmed Ltd provides a prescription-based delivery service for medical appliances, predominantly ostomy products, directly to customers' homes. Due to growth and additional investment, we are creating a new position: Head of Customer Care.
This role will lead our customer service team, develop plans to deliver growth targets, create a constant improvement culture, lead the team through system changes and ensure the service is compliant to all regulations.
You will work closely with the rest of the business to develop and deliver the GoldCare strategy and provide excellent service to your customers ordering their supplies and NHS professionals.
During 2025/2026 we will upgrade our CRM and Telephone systems and this role will take the lead in ensuring the systems deliver for the customer care team and our customers.
This role is office based within Northampton leading a team of 10 which will grow year on year with more investments planned for this year.
This is an existing opportunity to lead a customer care team through system and process changes during a time of investment and growth. We are looking for a candidate who can lead our team through these changes and build on the excellent customer service and friendly approach the team have today.
Role responsibilities
A summary of key areas of responsibility is as follows:
Governance
·Responsible person for ensuring service is compliant to all regulations for Dispensing Appliance Contractors
·Develop plans to take the service through ISO9001 in the coming year
Team Development
·Ensure a constant improvement culture is embedded within the team’s culture
·Coach and develop the skills within the team
Performance Management
·Ensure quality and service levels achieve set targets
·Ensure that all services deliver on their KPIs
·Forecast team skills and resource requirements to deliver on growth expectations.
NHS Account Management
·Work with the Head of Sales to ensure accounts are fully supported
·Identify and develop additional services to support our customers
·Meet directly with customers to discuss and support their requirements
Leadership
·Continually strive to improve the service and operation to meet corporate objectives
·Use insight and business intelligence to create innovative ideas to enhance our value proposition to the NHS
·Manage processes to ensure overall efficiency and effectiveness
Experienced Required:
·Experienced in leading customer service teams through change
·Educated to degree level or equivalent
·Great analytical skills and high levels of curiosity
·High standard of oral and written communication, including well-developed presentation skills
·Ability to work successfully with key stakeholders, internally and externally
·Experience in managing system changes (CRM, Omnichannel etc)
Ideal, but not required
·ISO 9001 experience or other process control systems
·Prior healthcare experience
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