Customer Service Team Leader

About Chemist4UChemist4U is one of the UK’s largest online pharmacies, making medicines, expert advice, and everyday health essentials easier to access than ever. We’re redefining modern healthcare and helping people “feel better for less.” With a fast-growing, innovative team, we deliver trusted pharmacy care straight to our customers’ doors.Join us and be part of a company that’s transforming healthcare and making a real difference every day.Our purpose: Help everyone feel better, sooner.The mission: Empower everyone to take control of their health by providing world class technology and pharmacy servicesOur values: Collaboration • Integrity • Positivity • Growth • Customer centricityWe simplify processes and medication management by leveraging cutting-edge technology and empowering our team. Whether through seamless online services or expert support, we ensure reliable and hassle-free healthcare so our customers can focus on their well-being.About the roleJob type: PermanentSalary: CompetitiveWorking Pattern & Hours: Flexible to work Monday–Friday between 1:00pm–9:30pm, with availability to work one Saturday every four weeks.Location: Skelmersdale, WN8As a Customer Service Team Leader at Chemist4U, you will be responsible for leading, inspiring and motivating a team of customer service advisors to achieve outstanding customer outcomes. Your role will be focused on the services we provide to our customers and patients, demonstrating a proactive approach to achieving objectives and motivating your team to excel. The well-being and duty of care for our employees is of upmost importance therefore you will be integral in ensuring a supportive and positive working environment.Key ResponsibilitiesIn this role, the Customer Service Team Leader will play a vital part in elevating our customer experience. Your main responsibilities will include:Leading a team of advisors to provide exceptional customer service and post-sales support in line with company valuesEmpower team members to develop their own decision-making and have a clearly defined pathway for escalationsMaintain accurate and up to date employee records, documenting performance plans and coaching, in line with the company requirementsHave candid conversations and provide constructive feedback, focusing on individual strengths and areas for development, creating a safe space for 360 feedbackBe visible and approachable and make time for informal conversations with team membersBe a champion for personal and professional development within your team, providing opportunities for growth and learningConduct regular, structured one-on-one meetings with each team member, discussing wellbeing, performance, progress, and development goals. Ensuring everyone has SMART objectives to work towardsMake informed decisions to manage patient, customer, business, and colleague outcomesCollaborate with the quality assurance analyst to address concerns and improve serviceFoster a culture of continuous learning, encourage your team to embrace new ideas and approachesActively seek fresh ideas from both within the organisation and external sourcesDevelop strong effective working relationships with internal stakeholders using feedback mechanisms to improve customer satisfactionWork closely as part of the Customer Service leadership team to deliver change to your team effectivelyMaintain up-to-date knowledge of products, services and company relevant regulationsKeep detailed and accurate records of customer interactions and transactionsFollow company procedures and all relevant regulatory guidelines.About YouYou are an experienced customer service professional who is passionate about delivering exceptional patient and customer experiences. You thrive in a fast-paced environment and are confident supporting a team that deals with sensitive, health-related queries. With a natural ability to lead, coach, and motivate others, you bring out the best in your team and ensure that every interaction reflects Chemist4U’s commitment to safe, trusted, and accessible healthcare.Qualifications & ExperienceThe ideal candidate will have experience leading a team with a solid track record of working within frameworks and regulations to achieve positive outcomes. The successful Customer Service Team Leader will possess the following skills and experience:Effective communication – strong inter-personal skills with the ability to adapt communication style to multiple audiences, including within one-to-one discussions and companywide meetingsPro-active – identify issues or concerns, act and have a continuous improvement mindsetMotivational – ability to inspire colleagues to do better, recognising and motivating individuals for high engagementOrganised – ability to organise your tasks to deliver the day-to-day requirements and can adapt to changes, balancing multiple workloads where requiredAnalytical – ability to understand the company processes, procedures and solve problems effectivelyDecision making – using judgement to make informed decisions ensuring safeguarding methods are followedDelegation – ability to empower your team to deliver tasks effectively and timelyEmpathetic – ability to empathise with patients/customers and colleagues in their times of need.Company benefitsWorking with an NHS-focused organisation means doing work that truly matters, every day, you’ll help make a real, positive impact on the lives of patients across the UK and Ireland. And that’s just the start. We also offer:Discounted gym membershipPension schemeFunded trainingEnhanced Maternity & Paternity30 days holidayHealth & Wellbeing benefitsStaff discountSick Pay SchemeBlue light card membership is availableFree seasonal flu vaccinationRegular social events.