Customer Service Team Leader
Watford (Hybrid – 2 days from home)
12-month Fixed Term Contract (Maternity Cover) – Potential to become permanent
Competitive salary + bonus + benefits We are partnering with a growing international healthcare distribution organisation to recruit a Customer Service Team Leader to join their operations team on a 12-month maternity cover contract, with the possibility of becoming permanent.
This role will oversee the day-to-day performance of the customer service team while ensuring an exceptional service is delivered to clients across global healthcare markets. The successful candidate will combine team leadership, operational coordination and hands-on customer support, working closely with internal teams including Sales, Logistics, Procurement and Quality.
The Role Team Leadership
Lead, motivate and coach the Customer Service team to deliver a consistently high level of service.
Monitor team performance against KPIs and implement improvements where required.
Conduct regular one-to-one meetings and team meetings to support development and engagement.
Act as the first point of escalation for operational issues within the team.
Support onboarding and ongoing training for team members.
Manage team schedules, holidays and absences to ensure service continuity. Operational Management
Coordinate allocation of customer accounts across the team.
Conduct second checks on controlled drug orders where required.
Maintain operational procedures, work instructions and documentation.
Identify opportunities to improve processes and increase operational efficiency.
Lead daily team huddles and contribute to cross-department operational meetings. Customer Service
Build strong relationships with assigned customer accounts.
Process sales orders and invoices accurately in line with internal procedures and compliance requirements.
Coordinate deliveries with logistics teams and monitor orders from placement through to delivery.
Manage back orders and proactively communicate updates to customers.
Handle customer queries and complaints, ensuring issues are resolved efficiently. About You
Minimum 3 years’ experience leading or supervising a customer service team
Ideally experience within healthcare, pharmaceutical, medical or regulated distribution environments
Strong leadership and people management skills
Experience using ERP or order management systems
Excellent communication and problem-solving abilities
Strong organisational skills with the ability to manage multiple priorities
High attention to detail and accuracy
Proficient in Microsoft Office
Comfortable working in a fast-paced and collaborative environment Desirable:
Experience within pharmaceutical distribution or wholesale
Experience supporting international customers
Additional language skills Benefits
Competitive salary
Bonus scheme
24 days annual leave plus bank holidays
Pension scheme
Hybrid working (2 days from home)
Opportunity to join a growing organisation with international reach If you are an experienced Customer Service Team Leader looking for a varied role within a fast-growing healthcare organisation, we would love to hear from you.
Apply now to learn more