Company Description
Oxford Online Pharmacy is a UK-registered online pharmacy that combines digital innovation with a century of community pharmacy expertise. We provide online doctor consultations, prescription services, and medication delivery with the highest clinical standards. Being CQC registered and GPhC regulated, we ensure quality healthcare is accessible while maintaining the personal touch that defines our legacy.
About the Role
Oxford Online Pharmacy is looking for a Customer Services Manager to lead our customer support operations in a fast-paced, digitally driven environment. You don't need pharmacy or healthcare experience — we welcome candidates from e-commerce, retail, hospitality, financial services, tech, or other regulated industries who have a passion for delivering outstanding customer care and leading high-performing teams.
This is a fantastic opportunity to join a growing company where your leadership, problem-solving, and customer experience skills will make a real impact.
Key Responsibilities
Team Leadership & Development
* Lead, coach, and inspire a customer service team to deliver exceptional support.
* Create a culture of empathy, accountability, and continuous improvement.
Customer Experience Management
* Oversee customer interactions across phone, email, live chat, reviews, and social media.
* Ensure responses are timely, accurate, and customer-focused.
Compliance & Collaboration
* Work closely with internal teams to ensure sensitive issues are handled appropriately.
* Learn and apply relevant compliance standards (training provided).
Operational Excellence
* Monitor service metrics (e.g., response times, satisfaction scores).
* Use data to identify trends and drive improvements in service delivery.
* Conduct regular quality checks on customer interactions.
Process & Policy Management
* Develop and maintain SOPs and training materials.
* Manage customer complaints and ensure feedback is shared with relevant teams.
Digital Innovation
* Improve the digital customer journey through better tools, automation, and self-service options.
* Collaborate with tech and operations teams to enhance customer support systems.
Reporting & Communication
* Prepare performance reports and share insights with leadership.
* Represent the voice of the customer across the business.
What We're Looking For
Essential Skills & Experience
* Proven experience managing customer service teams in any fast-paced or regulated environment.
* Strong leadership and coaching skills.
* Excellent communication and conflict resolution abilities.
* Comfortable using customer service platforms (e.g., FreshDesk, Zendesk, Salesforce).
* Analytical mindset with the ability to interpret data and drive performance.
* Experience working cross-functionally with other departments.
Desirable Attributes
* Experience in a customer service leadership role within healthcare.
* Experience in digital services, online retail, or regulated sectors.
* Familiarity with review platforms (e.g., Trustpilot) and social media engagement.
* Passion for improving customer journeys and service quality.
Why Join Us?
* Be part of a growing, innovative company making healthcare more accessible.
* Work in a collaborative and supportive environment.
* Training provided on pharmacy-specific regulations and systems.
* Opportunities for career development and progression.
Ready to bring your customer service leadership skills to a new sector?
* Apply today and help us deliver exceptional care to patients across the UK.