Head of Customer Experience

**About Eureka Physiocare**

At **Eureka**, we simplify life for clinicians. We supply NHS hospitals, private clinics, and rehabilitation practices with **therapy equipment, treatment couches, consumables, and physiotherapy tools** — all through our trusted, intuitive ordering platform:.

We believe exceptional **customer experience** isn’t just a department, it’s the heartbeat of our business. As we continue to grow, we’re looking for a **strategic, hands-on leader** to unite our **Customer Service, Operations, and Purchasing** teams under one clear, customer-first direction.

If you’re a natural organiser who thrives on improving systems, empowering people, and building excellence into every process, this is your opportunity to make a lasting impact.

**What You’ll Do**

**Lead & Shape a Customer-First Culture**
- Own the customer journey end-to-end — from enquiry through to fulfilment and aftercare.
- Track and improve KPIs including CSAT, NPS, response times, and first-contact resolution.
- Be the escalation point for complex or high-value customer issues.

**Lead the Customer Service Team**
- Coach, motivate, and develop the Customer Service team to deliver exceptional experiences.
- Implement training programs, communication standards, and feedback loops.
- Ensure brand consistency and empathy-driven communication at every touchpoint.

**Oversee Purchasing & Supplier Management**
- Lead demand planning and ensure the right stock is in place at the right time.
- Negotiate supplier agreements and drive cost efficiencies.
- Monitor supplier performance (OTIF, lead times, cost variance) and identify process improvements.

**Drive Operational Excellence**
- Manage day-to-day operations, logistics, and warehouse coordination.
- Partner with 3PL providers to ensure accurate, on-time fulfilment.
- Oversee internal systems (order management, stock control, IT tools) to ensure reliability and scalability.
- Lead health & safety compliance and facilities management.

**Ensure Quality, Compliance & Sustainability**
- Maintain compliance with **ISO 13485** (medical device) and **ISO 14001** (environmental) standards.
- Lead internal and external audits and drive continuous improvement initiatives.
- Promote sustainable operations and responsible procurement.

**About You**
- Proven experience in **customer service, operations, or supply chain leadership**.
- Confident managing **multi-disciplinary teams** and setting clear goals.
- Comfortable working both strategically and operationally, hands-on when needed.
- Analytical thinker with a process-driven mindset and strong attention to detail.
- Passionate about delivering outstanding customer experience and operational excellence.
- Thrive in a fast-paced, growth-focused environment.

**Success in This Role Looks Like**
- **OTIF**: ≥ 95%
- **Core Product Availability**: ≥ 99%
- **Customer Satisfaction (CSAT/NPS)**: consistently exceeding targets
- **Supplier Reliability**: ≥ 95%
- **Operational Efficiency**: measurable improvements in cost and lead time

**Why Join Eureka**

You won’t just manage a department, you’ll **connect every customer touchpoint** to operations and supply, building a high-performance culture that drives both satisfaction and profitability.

This is a pivotal role at the heart of our growth strategy, where your leadership will shape customer loyalty, team culture, and the operational foundation for our next stage of expansion.

**What We Offer**

Competitive salary + performance bonus

Real autonomy and leadership influence

Career development and training opportunities

Supportive, collaborative team culture

Purpose-driven business making a difference in healthcare

**How to Apply**

Please submit your **CV and a short cover letter (max 1 page)** outlining:

- A time you transformed a customer experience or operations process
- A supplier or efficiency project you’re proud of
- How you’d align purchasing, customer service, and operations to elevate Eureka Physiocare

**Job Types**: Full-time, Permanent

Pay: £50,000.00-£60,000.00 per year

**Benefits**:

- Canteen
- Employee discount
- Free parking
- On-site parking
- Profit sharing

Work Location: In person