Customer Services Team Lead

Cpl Life Sciences; England; Hybrid; GBP 45,000; Full time

Job summary

A leading life sciences firm in the UK is seeking a Customer Services Team Lead to oversee a high-performing team. The role involves managing customer orders, resolving queries, and supporting sales teams. Ideal candidates will have previous team leader experience and strong customer service skills. A competitive salary and benefits package is offered, including private health care and pension.

Benefits

Sales incentives – 30%

Private health & dental care

Pension – 7%

Qualifications

• Previous team leader experience preferred.
• Customer service experience is a must.
• First line management experience preferred.

Responsibilities

• Oversee and support a team of Customer Service Representatives.
• Process customer orders and resolve queries in a timely manner.
• Manage communication with customers and support commercial sales teams.

Skills

Intermediate Excel user

Experience of using SAP

Demonstrable success in dealing with external customer queries

Ability to work on own initiative

Proven ability to work to tight time-based deadlines

Significant experience of working in a sales support environment

Education

Educated to A Level standard or equivalent

Job description

Overview

Customer Services Team Lead

Salary: 45k per annum

Location: Watford (Hybrid working)

Role Type: Permanent

Role Purpose

To oversee and support a small but high-performing team of Customer Service Representatives. In this role, you will be responsible for the day‑to‑day supervision, motivation, and development of your team whilst also contributing to the day‑to‑day tasks required to ensure customer orders, credits and queries are processed in a timely manner.

Daily activities will include processing customer orders via SAP, resolving customer queries in an efficient and professional manner, dealing with and processing credit claims, and supporting the commercial sales teams and their customers with product and sales reports.

Order Processing

• All customer orders processed and delivered within the agreed timelines.
• Day‑to‑day management of our Warehousing Partner in relation to UK Stock Management and sales order processing:
  • Clear & Accurate reporting and actions from warehousing partner.
  • Production of a daily sales report and projected month end / projected year end:
    • Clear timely information to give all internal functions full visibility of sales and stock.
  • Deal with all inbound customer queries within 3 working hours. Where this is not possible and needs to be referred to other departments, responsibility for managing the process remains with the role holder.
  • All customers receive a first‑class service.
• People Management – Supervision, motivation and development of the customer care team:
  • Customer awareness at prescribing level and dispensing level is maximized.

Educational, Experience and Qualifications

• Educated to A Level standard or equivalent.
• Previous team leader experience preferred.
• Customer service experience is a must.
• First line management experience preferred.

Knowledge and Skills

• Intermediate Excel user.
• Experience of using SAP.
• Demonstrable success in dealing with external customer queries.
• Ability to work on own initiative.
• Proven ability to work to tight time‑based deadlines.
• Significant experience of working in a sales support environment.

Compensation

• Sales Incentives – 30%
• Private Health & Dental Care.
• Pension – 7%.

Apply

To apply, please submit your CV and cover letter to the provided contact email. We appreciate your interest in the Clinical Professionals Group.