Customer Service Team Leader

About Chemist4U

Chemist4U is one of the UKs largest online pharmacies, making medicines, expert advice, and everyday health essentials easier to access than ever. Were 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 thats transforming healthcare and making a real difference every day.

Our puros

The mission

Help everyone feel better, sooner.

Empower everyone to take control of their health by providing world class technology and pharmacy services

Our values: Collaboration
• Integrity
• Positivity
• Growth
• Customer centricity

We 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 role

Job type: Permanent

Working Pattern & Hours: Flexible to work MondayFriday between 1:00pm9:30pm, with availability to work one Saturday every four weeks.

Location: Skelmersdale, WN8

As 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 Responsibilities

In 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 values
• Empower team members to develop their own decision-making and have a clearly defined pathway for escalations

• Maintain accurate and up to date employee records, documenting performance plans and coaching, in line with the company requirements

• Have candid conversations and provide constructive feedback, focusing on individual strengths and areas for development, creating a safe space for 360 feedback

• Be visible and approachable and make time for informal conversations with team members
• Be a champion for personal and professional development within your team, providing opportunities for growth and learning
• Conduct regular, structured one-on-one meetings with each team member, discussing wellbeing, performance, progress, and development goals. Ensuring everyone has SMART objectives to work towards
• Make informed decisions to manage patient, customer, business, and colleague outcomes
• Collaborate with the quality assurance analyst to address concerns and improve service
• Foster a culture of continuous learning, encourage your team to embrace new ideas and approaches

• Actively seek fresh ideas from both within the organisation and external sources

• Develop strong effective working relationships with internal stakeholders using feedback mechanisms to improve customer satisfaction

• Work closely as part of the Customer Service leadership team to deliver change to your team effectively

• Maintain up-to-date knowledge of products, services and company relevant regulations
• Keep detailed and accurate records of customer interactions and transactions
• Follow company procedures and all relevant regulatory guidelines.

About You

You 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 Chemist4Us commitment to safe, trusted, and accessible healthcare.

Qualifications & Experience

The 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 meetings

• Pro-active identify issues or concerns, act and have a continuous improvement mindset

• Motivational ability to inspire colleagues to do better, recognising and motivating individuals for high engagement
• Organised ability to organise your tasks to deliver the day-to-day requirements and can adapt to changes, balancing multiple workloads where required
• Analytical ability to understand the company processes, procedures and solve problems effectively
• Decision making using judgement to make informed decisions ensuring safeguarding methods are followed
• Delegation ability to empower your team to deliver tasks effectively and timely
• Empathetic ability to empathise with patients/customers and colleagues in their times of need.

Company benefits

Working with an NHS-focused organisation means doing work that truly matters, every day, youll help make a real, positive impact on the lives of patients across the UK and Ireland. And thats just the start. We also offer:

• Discounted gym membership
• Pension scheme
• Funded training
• Enhanced Maternity & Paternity
• 30 days holiday
• Health & Wellbeing benefits
• Staff discount
• Sick Pay Scheme
• Blue light card membership is available
• Free seasonal flu vaccination
• Regular social events.