Customer Service Team Lead

7 days ago

Hatfield, United Kingdom Viatris Full time

7540 Viatris UK Healthcare

At VIATRIS, we see healthcare not as it is but as it should be. We act courageously and are uniquely positioned to be a source of stability in a world of evolving healthcare needs.

Viatris empowers people worldwide to live healthier at every stage of life.

We do so via:
Access - Providing high quality trusted medicines regardless of geography or circumstance;
Leadership - Advancing sustainable operations and innovative solutions to improve patient health; and

Partnership - Leveraging our collective expertise to connect people to products and services.

Our global portfolio includes best-in-class, iconic brand-name products as well as global key brands; generics, including branded and complex generics; and other offerings across a wide range of therapeutic areas. We are committed to helping create healthier communities worldwide through education, outreach and better access to treatment.

For those driven to live their lives with purpose, Viatris helps employees realise their full potential by creating a collaborative culture that fosters courage and resilience. Viatris is more than just a place to work. This is a place to make a difference in the world.

The Role & What You Will Be Doing

Every day, we rise to the challenge to make a difference and here’s how the XXX role will make an impact:
Individual responsibilities- Provide guidance, instruction and direction to the team and support in issue resolution- Manage performance by leading 1-2-1s and individual development plans- Identify and support with training, coaching, and mentoring- Recognize high performance and provide feedback- Motivate and solve problems to avoid conflict- Oversee the distribution of workload during absences- Care for the health, safety, and welfare of the team- Manage the day to day running of customer orders and deal with all aspects of their processing and administration- Serve as the operational point of contact for a group of customers providing excellent customer service- Engage and manage relevant internal and external stakeholders- Support the Customer Service Manager and provide cover at times of absence and excess workload- Uphold and model the Viatris values and culture

Shared responsibilities- Live the Viatris Mission - Access, Leadership, Partnership- Meet or Exceed our Financial commitments- Build our Future

About Your Skills & Experience- Proven experience in a Customer Service Team Leader role or customer experience role and proven matrix leader examples (Preferably in the Pharma/Healthcare industry)- Excellent communication and interpersonal skills. Skilled in influencing, building relationships and mediation- Resilient under pressure and confident to question decisions when necessary. Proven ability to meet deadlines- Strong attention to detail with a problem-solving can-do mindset. Ability to prioritise and reprioritize quickly to focus on immediate tasks is essential. The ability to explain complex information clearly and simply- Excellent organizational and time management skills- Experienced trainer and mentor- Strong IT skills with a good working knowledge of Microsoft Office Suite (Excel, Outlook, Word), and SAP or another ERP system

What we offer:
Top Employer Accreditation, demonstrating that we provide excellent people policies and practices

Competitive compensation package

Focus on career progression with growth and development opportunities

Emphasis on Health and Wellness programmes

100% paid medical insurance and Employee Assistance Programme

Life cover

Excellent employer-matched pension scheme with Viatris contributing up to 11%

2 paid volunteer days per year

Our Expectations : The Viatris Way

Own it - We hold ourselves accountable, act courageously and embrace challenges

Stay Agile - Encouraging diverse point of views, we adapt quickly and pursue bold ideas

Be Real - We are authentic, candid and practical

Take Pride - We are passionate, united by our mission and our work

Diversity & Inclusion at Viatris

At Viatris, diversity and inclusion are essential to our mission. The diversity we foster in all aspects of our business can be one of our greatest strengths in redefining healthcare not as it is, but as it should be. If you would like to know more about what diversity, equity and inclusion means to us, please visit

Sustainability at Viatris

Corporate social responsibility is fundamental to the Viatris mission. We work to advance responsible and sustainable operations and leverage our collective expertise to empower people to live healthier at every stage of life, recognizing that our actions affect the stakeholders and communities we serve. To learn more about our efforts, please visit

At Viatris, we offer competitive salaries, benefits and an inclusive environment where you can use your experiences, perspectives and skills to help make an impact on the lives of others.

Viatris is an Equal Opportunity Employer.

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