Location
Crawley
Job type:
Permanent Full Time
Job ref:
011069
The Customer Service Team Leader ensures the smooth running of daily operations within the Customer Service team. The role is accountable for coordinating workloads, supporting colleagues, and maintaining high standards of efficiency and customer experience. It also contributes to projects that improve processes, resolve pain points, and drive service excellence. When required, the coordinator deputises for the Customer Service Manager.
This role is 4 days per week on-site, 1 day WFH.
Your key responsibilities will be:
* Oversee and coordinate day-to-day workloads to ensure timely and accurate processing of all customer orders, returns, and credits.
* Act as first point of support for the team, resolving issues quickly and escalating where appropriate.
* Monitor order progress, identify risks of delay, and take proactive action to prevent impact on customers or KPIs.
* Build effective working relationships with Sales, Finance, Operations, Marketing, QA/RA and other departments to enable smooth order flow and issue resolution.
* Maintain and update processes, SOPs, and supporting documentation; ensure colleagues are trained and supported through any changes.
* Gather, analyse, and report on customer feedback, complaints, and team performance metrics, providing insights to the Customer Service Manager and leadership.
* Contribute to and occasionally lead projects aimed at improving efficiency, systems, and the overall customer experience.
* Maintain accurate records and reports to support compliance and operational oversight.
* Deputise for the Customer Service Manager when required.
What Experience & Skills You Will Need:
Competencies
* Logical, solutions-focused approach to problem solving.
* Comfortable working to performance targets and deadlines.
* Experience contributing to process or continuous improvement activities.
* Understands how customer service activities impact sales performance, revenue, and wider business objectives.
* Works closely with the Sales and Commercial teams to align priorities, share insights from customers, and support initiatives that drive growth and retention.
* Balances customer needs with commercial considerations when making decisions, ensuring both service excellence and business goals are achieved.
Qualifications/Training/Experience
* Proven ability to coordinate workloads and support a team.
* Strong Excel and MS Office skills.
* Ability to work independently as well as collaboratively.
* High accuracy and attention to detail, even under pressure.
* Previous customer service experience, ideally in medical devices or a similar regulated industry. (desirable)
* Knowledge of ERP systems. (desirable)
* Understanding of Data Protection, Cyber Security and money laundering requirements. (desirable)
* Multilingual (Italian, French, or Spanish). (desirable)
What We Can Offer You:
* Private Healthcare (access to remote GP & Counselling) for peace of mind
* On-site Parking for convenience and cost efficiency
* Annual Wellbeing Reimbursement to care for your mind and body
* Pension Plan to secure your future
* Cycle-to-work Scheme to stay active and eco-friendly
* Enhanced Parental Pay to support new families
* Referral Bonus to benefit from recommending talent