Were recruiting on behalf of a growing, values-led organisation that is investing heavily in its customer experience. This is an excellent opportunity for an experienced

Customer Support Team Leader

to take ownership of a multi-channel support function and play a key role in shaping service delivery, team performance and customer satisfaction. Youll lead, coach and develop a Customer Support team delivering high quality service to a diverse customer base, including private customers, therapists, internal sales teams, UK distributors and export partners. The Role As Customer Support Team Leader, youll be responsible for the

day-to-day leadership and performance of the Customer Support team, ensuring service levels, KPIs and customer experience standards are consistently achieved. Key responsibilities include: Leadership & Team Development Lead, motivate, and develop a Customer Support team through regular 1:1s, coaching, and performance management Manage appraisals, probation reviews, PDRs, and performance goals Allocate workload and inbox ownership to ensure service coverage and KPI delivery Identify and address underperformance early, working within HR processes Recruit, onboard, and train new team members as required Deliver ongoing training, call coaching, and side-by-side sessions to build commercial awareness and tailored communication skills Customer Experience & Service Quality Help shape and deliver a clear customer experience strategy alongside the senior leadership team Define service standards, escalation paths, and response expectations for different customer groups Act as the first escalation point for complex or high-priority customer issues Ensure timely resolution of enquiries and complaints across all support channels Maintain up-to-date product knowledge and accurate customer facing documentation Capture and champion customer feedback, translating insight into service improvements Operational Performance & Reporting Own and deliver Customer Support KPIs, including response times, order processing, backlog management, and customer satisfaction Champion effective use of

HubSpot CRM, ensuring all customer interactions are logged, tracked, and followed up accurately Work closely with Sales and Marketing to optimise workflows, reporting, and visibility of customer insight Analyse performance trends, identify root causes, and implement corrective actions Produce regular performance reports and insight for senior stakeholders Process Ownership & Continuous Improvement Develop, maintain and improve Customer Support SOPs Identify inefficiencies and lead improvements that enhance speed, accuracy and customer experience Work cross-functionally with Sales, Marketing, Operations, and Finance to align processes with the end-to-end customer journey Escalate risks with potential financial, legal, or reputational impact Promote a culture of continuous improvement and encourage team-led ideas Stakeholder & Relationship Management Build strong internal relationships to ensure seamless service delivery Represent Customer Support in cross-departmental discussions Collaborate with Sales, Operations and Finance to remove blockers and support business initiatives What Were Looking For Proven experience leading and developing a

high performing Customer Support or Customer Service team Strong track record of delivering KPIs and improving customer satisfaction Confident handling escalations and service risk Data-driven, solutions-focused approach with strong decision-making skills Excellent communication skills with the ability to influence stakeholders at all levels Confident and consistent user of

HubSpot CRM (or similar CRM platforms) Desirable (Not Essential) Experience with ERP, MRP, or order management systems Background in healthcare, medical devices, or regulated environments Demonstrated experience delivering process and service improvements Why Apply? Opportunity to shape and lead a growing Customer Support function High visibility role with real influence on customer experience and business performance Supportive, values-driven organisation with a strong focus on development and continuous improvement WHAT IS ON OFFER Monday to Friday 9am to 5pm Competitive Salary Matched Pension 26 Days Leave (plus Public Holidays) Free Onsite Parking Access to Help @Hand 24/7 Helpline for you and your immediate Family Access to Simply Health Company Events If you are an experienced Customer Support Team Leader and are currently looking for a new challenge then please submit an up to date CV by using the apply button below. By applying for this position, you confirm that you consent to the processing of your personal data in accordance with the General Data Protection Regulation (GDPR) for the purposes of recruitment, employment and working finding service.

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