Customer Service Manager – People & Performance
Chemist4U
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Benefits offered by this job
Job summary
Chemist4U, a leading UK online pharmacy, is hiring a Customer Service Manager to lead a high‑performance team responsible for service, retention and post‑sales support across products and channels. Reporting to the Head of Customer Service, you will drive engagement, coaching and operational excellence from our Lancashire site.
You will manage multi‑channel customer care with a focus on patient experience, ensuring quality, regulatory compliance and continuous improvement.
Qualifications
- Experienced leader with a strong track record in customer service or care, including managing people managers at a senior level.
- Experience in a regulated environment and leading teams that deliver excellent service in customer, patient facing or contact centre settings.
Responsibilities
- Develop and implement plans to deliver great employee engagement, evidenced through attracting, developing, performance managing and retaining employees
- Plan, train and initiate development activities to ensure Team Leaders are efficient and effective to lead and motivate people
- Coach Team Leaders to drive business performance and delivery of patient/customer care
- Plan and manage operational resources to maximise revenue and minimise cost to serve while meeting quality standards
- Ensure customer satisfaction, NPS and CSAT targets are met
- Identify process improvements from MI and customer feedback to enhance the customer experience
- Adhere to GPHC and governing body regulations and company policies
- Prepare management information for committee meetings
- Collaborate with stakeholders to resolve queries and drive continuous improvement
- Maintain accurate employee records and provide constructive feedback in a safe space
- Make informed decisions with safeguarding in mind
- Collaborate with QA to address concerns and improve service
- Build relationships with internal stakeholders using feedback to improve satisfaction
- Follow company procedures and regulatory guidelines
Skills
Job description
Chemist4U, a leading UK online pharmacy, is hiring a Customer Service Manager to lead a high‑performance team responsible for service, retention and post‑sales support across products and channels. Reporting to the Head of Customer Service, you will drive engagement, coaching and operational excellence from our Lancashire site.
You will manage multi‑channel customer care with a focus on patient experience, ensuring quality, regulatory compliance and continuous improvement.
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