Customer Service Team Leader

Are you an experienced customer care professional looking for your next leadership opportunity?

We're seeking an exceptional Customer Service Team Leader to join a busy healthcare supplies team in Inverness. This is an excellent opportunity for an experienced people manager who thrives on delivering outstanding customer care, driving operational excellence, and developing a high-performing team.

If you have a passion for customer service, team management, continuous improvement and creating an exceptional customer experience, we'd love to hear from you.

Easily accessible location by public transport / Free onsite parking.

A permanent, full-time opportunity, working 37.5 hours per week, Monday - Friday, 9am 5pm.

Excellent employee benefits include 25 days' holiday (+ bank holidays), healthcare benefits, annual salary review, and blue light discount card.

About the opportunity

As Customer Service Team Leader, you will take overall responsibility for the day-to-day operations of a regional dispensing centre, ensuring patients and healthcare professionals receive an efficient, accurate and high-quality service. You'll lead a small dedicated customer service team, oversee operational performance, and create a positive, supportive working environment where colleagues can thrive.

This is a hands-on management role where you'll combine customer service leadership, operations management, performance management and stakeholder engagement to deliver excellent outcomes for both patients and the business.

Customer Service Team Leader key responsibilities will include

• Leading the dispensing team to promote a positive and service focused working environment.
• Managing the operations of the Dispensing Centre in line with Standard Operating Procedures.
• Responsible for ensuring Clinical Governance for the Dispensing Centre.
• Ensuring compliance in all dispensing practices, as well as maintaining a high level of service to retain customers using the dispensing service.
• Maintain up to date knowledge of the centre's territory to include key hospitals and healthcare services, whilst actively promoting the service and maintaining a strong reputation within the patient and healthcare community.
• Database management, ensuring the team maintain compliance to Data Protection and Information Governance legislation.
• Regular review of staff resources; managing staff recruitment, development, and performance.
• Ensure the team are kept up to date with business / procedural changes, facilitating any required training and leading continuous improvement within the centre.

The role of Customer Service Team Leader will ensure strong business and customer relations are maintained, as well as being instrumental in the daily operational tasks of the Dispensing Centre.

The successful Customer Service Team Leader will bring

• A proven leader with a forward-thinking approach, you will have recent and significant team management / supervisory experience within an operational customer focused environment.
• You will bring coaching and mentoring experience.
• You will be experienced at adhering to, as well as overseeing strict operational guidelines, data protection and compliance procedures.
• You will possess excellent administrative, time management and organisational skills, along with competent Microsoft Office skills.
• A professional approach with excellent written and verbal communication skills.
• You will take pride in building effective working relationships with the team you are leading, as well as ensuring the very best customer care, and business relations are maintained.
• Whilst pharmaceutical or dispensing experience would be advantageous, it is not essential.

PLEASE NOTE: Flexibility is required to very occasionally travel Head Office (Midlands) and to other Branches, as required.

If you are an experienced Customer Service Team Leader, Customer Care Supervisor or Customer Service Manager looking for your next opportunity, apply for the role today. This is a fantastic opportunity to join an established healthcare organisation, lead a supportive team and make a positive impact by delivering outstanding service to patients and healthcare professionals.

If you would like further details before applying, please call us.

Thank you for your interest. We will assess your application, and we will contact you if we are able to progress with considering you for the vacancy. Please note that due to the high number of applications we can receive, we are not always able to respond to each applicant individually.

Please be assured, in line with GDPR guidelines - We will only store your data once we have spoken with you and the data that we hold can be viewed, amended, or deleted at any time upon your request.