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.

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