Role Summary 
The Customer Service Team Leader is responsible for leading and motivating a team of Customer Service Advisors, ensuring the accurate and timely processing of client orders while delivering an exceptional customer experience. This role includes responsibility for the day-to-day operations of the Glasgow office, as well as overseeing a small team based in Nottingham. The Team Leader plays a key part in shaping and maintaining a best-in-class service for the healthcare professionals and clients we support. They will drive continuous improvement, support team development, and actively contribute to building a high-performing, customer-focused culture.

Key Responsibilities 

• Take ownership of daily, weekly and monthly planning, prioritising the resources available ensuring the team are working effectively and efficiently in the Glasgow and Nottingham office.
• Create and set KPI’s and objectives to deliver the department strategy and overall business plan
• Motivate and lead the team to deliver excellent quality and productivity ensuring clients and healthcare professionals expectations are met
• Give clear and timely direction to the team to ensure that all services are provided in accordance with current legislation / NHS guidelines and Company process and policy
• Prepare prescriptions for month end process to be submitted for payment
• Continually look for and suggest ways we can improve the service we provide to healthcare professionals and our mutual clients
• Apply flexibility to fulfil the requirements of the department and the business
• Support the team as needed, including inbound/outbound calls, script processing and recovery
• Provide regular support and cover when required for other Team Leaders
• Ensure customer queries are answered with an aim of first-time resolution
• Understanding and utilising department reports
• Actively promote Fittleworth to internal and external customers always demonstrating the Values
• Advocate and adhere to all Health and Safety policies and lead by example
• Any other reasonable duties as requested by your Manger, Director or the Company Director Team in their absence
• Key holder responsibilities for opening and closing of the building People management
• Highlight any training requirements and work with the Quality Control and Training Co-ordinator to encourage development
• Recognise talent within the team and ensure that PDPs are in place and supported
• Continuously offer coaching and support to develop the team
• Conduct appraisals and monthly 1:1’s
• Hold monthly team meetings with clear agendas and outcomes
• Manage all aspects of the team’s performance by actively encouraging all KPI’s are met
• Support the team with recruitment
• Organise the team rota, monitor and manage absence, team performance and behaviours
• Lead by example in adhering to all company policies and procedures and demonstrating positive behaviours
• Ensure integrity is always maintained
• Responsible for driving increased employee engagement participation and results working with the other Team Leaders to implement successful initiatives

Skills 

• Excellent customer service skills with a focus on delivering a positive client experience
• Self-motivated with a strong determination to succeed
• Results-oriented, with a proactive approach to meeting and exceeding targets
• Able to effectively multitask and stay composed in a fast-paced environment
• Strong collaborator who works well with others to achieve shared goals
• Highly organised with the ability to set clear priorities and manage time efficiently
• Brings positive energy and a can-do attitude to the team
• Clear, concise, and confident communicator across all levels
• A true team player who makes decisions in the best interest of the department
• Comfortable communicating with customers across a variety of platforms (e.g. phone, email, online)

Experience

• Proven experience in successfully managing and leading a team within a customer service or service-focused environment
• Passionate and motivated customer service professional with a strong track record of achieving results while delivering exceptional service
• Demonstrated ability to effectively organise, prioritise, and manage time in a busy work setting
• Confident and competent in using Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook

About Us
Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 60,000 clients across a wide range of products. Offering a cut-to-fit stoma product customisation service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide. At the heart of the business are Fittleworth’s 360 employees who live and breathe core principles to continue the Schneider legacy.

What we Offer 

• Life Insurance Cover x10 Annual Salary (subject to the T&C’s of the scheme)
• Competitive full pension scheme of 8.5% employer contribution
• Employee cost of private healthcare covered with option to add family members
• A comprehensive, embedded Employee Assistance Programme
• Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre
• 25 days annual leave + bank holidays (pro-rated for part time Associates) with the option to buy and sell annual leave
• 1 Me Day, 1 Volunteer day per annum
• Enhanced support on family friendly policy
• Flexible Working • Internal refer a friend/family scheme