Customer Care Team Leader

Join Our Team

Joining our team, you'll play an active part in helping to deliver meaningful impact. At Oxoid Remel Microbiology, acquired from Thermo Fisher Scientific, we play a crucial role in accurate identification and targeted treatment for diseases, ensuring food and beverage safety, and supporting pharmaceutical manufacturing integrity. Our products and services are designed to meet the highest standards of quality and performance, helping our customers achieve their objectives efficiently and effectively.

About the Role

We are looking for an experienced and motivated Customer Care Team Leader to lead, develop, and support a team of approximately 8-10 Customer Care professionals.

The Team Leader will be responsible for creating a high performing, engaged, and customer focused team, ensuring consistently high standards of service while delivering against operational and business objectives.

This is a hands on leadership role requiring strong people management experience, excellent communication skills, and the ability to successfully lead teams through change and continuous improvement.

You will work closely with key stakeholders across Oxoid Remel Microbiology to resolve issues, improve processes, and ensure the Customer Care team delivers an excellent experience for both customers and internal partners.

What You Will Do

• People Leadership & Development
• Lead, motivate, coach, and develop a team of approximately 8-10 Customer Care professionals.
• Create an inclusive, positive, and high performing team culture built around accountability, collaboration, and customer focus.
• Conduct regular one-to-one meetings, coaching sessions, and performance reviews.
• Set clear individual and team objectives aligned with departmental and business priorities.
• Provide regular, constructive feedback and recognise strong performance.
• Identify development opportunities and create meaningful development plans for team members.
• Support career progression and succession planning by identifying and developing talent within the team.
• Proactively address performance, attendance, or behavioural concerns in a fair, consistent, and timely manner.
• Promote employee engagement and wellbeing while creating an environment where colleagues feel comfortable sharing ideas and feedback.

Customer Experience & Operational Performance

• Take ownership of the day to day performance and operation of the Customer Care team.
• Ensure customer enquiries, requests, and issues are handled accurately, professionally, and within agreed service levels.
• Monitor team performance against relevant KPIs, service levels, and quality standards.
• Use performance data and customer feedback to identify trends, risks, and opportunities for improvement.
• Support the resolution of complex or escalated customer issues, ensuring appropriate ownership and communication.
• Balance customer experience, operational efficiency, quality, and business requirements when making decisions.
• Ensure appropriate workload management and prioritisation across the team.
• Maintain high standards of accuracy, compliance, and documentation.

Change Management & Continuous Improvement

• Act as a positive advocate for change, helping team members understand the purpose, impact, and benefits of new initiatives.
• Lead and support the team through changes to systems, processes, structures, and ways of working.
• Communicate change clearly and consistently while listening to concerns and supporting colleagues through periods of transition.
• Identify opportunities to simplify processes, remove inefficiencies, and improve both the customer and employee experience.
• Encourage team members to contribute ideas and take an active role in continuous improvement.
• Support the implementation and adoption of new processes, technologies, and working practices.
• Monitor the effectiveness of changes and provide constructive feedback to project teams and stakeholders.

Stakeholder Management & Collaboration

• Build strong and effective working relationships with key stakeholders across Oxoid Remel Microbiology.
• Collaborate with other teams and functions to resolve customer issues and improve end to end processes.
• Represent Customer Care in meetings, projects, and cross functional initiatives where appropriate.
• Communicate operational challenges, customer insights, risks, and opportunities clearly to relevant stakeholders.
• Influence stakeholders constructively and professionally, particularly when competing priorities exist.
• Act as an escalation point for internal stakeholders and ensure issues are progressed through resolution.
• Develop a strong understanding of upstream and downstream processes and how Customer Care contributes to the wider customer journey.

Performance Management & Reporting

• Track and manage individual and team performance against agreed objectives and KPIs.
• Use data to identify trends, root causes, and areas requiring intervention.
• Develop and implement appropriate improvement actions where performance is below expectations.
• Provide clear updates to management regarding team performance, challenges, risks, and achievements.
• Ensure performance conversations are consistent, evidence based, and focused on both accountability and development.

Essential Skills & Experience

• Demonstrated experience in a people management or team leadership role, ideally within Customer Care, Customer Service, Customer Experience, or a similar operational environment.
• Proven experience managing, coaching, and developing individuals and teams.
• Experience managing performance and conducting effective, constructive performance conversations.
• Demonstrated experience successfully supporting or leading teams through organisational, operational, or process change.
• Strong stakeholder management skills with experience working across different functions and organisational levels.
• Excellent written and verbal communication skills.
• Strong customer focus with the ability to understand customer needs while balancing business requirements.
• Ability to analyse information and performance data and translate findings into practical actions.
• Strong problem solving and decision making capabilities.
• Ability to effectively prioritise and remain calm and organised in a fast paced environment.
• Comfortable managing difficult conversations, escalations, and competing priorities.
• Collaborative leadership style with the ability to build trust, engagement, and accountability.

What Success Looks Like

Success in this role will be demonstrated through:

• A highly engaged, capable, and accountable Customer Care team.
• Consistent achievement of customer service, quality, and operational KPIs.
• Strong individual performance supported by effective coaching and development.
• Successful adoption of organisational and process changes.
• Reduced customer escalations and effective resolution of complex issues.
• Strong relationships and collaboration with key internal stakeholders.
• Identification and delivery of meaningful continuous improvement opportunities.
• Positive feedback from customers, colleagues, and stakeholders.
• A culture of ownership, development, teamwork, and continuous improvement.

Join Us

This is an exciting time to join us as we continue to build on more than 100 years of microbiology excellence. With a broad portfolio of instruments, services, and global resources, we're steadfast in our commitment to helping you succeed. Together, we can cultivate a thriving microbiology culture that supports you today, tomorrow, and for life.

Oxoid Remel Microbiology, acquired from Thermo Fisher Scientific, is now under the ownership of Astorg, a leading private equity firm with deep healthcare sector expertise and a proven track record in diagnostics.

With the continuity of trusted brands, established expertise, and a long standing reputation in microbiology, we're looking for talented people to join us as we enter our next chapter of growth.

Come and be part of what's next for our company.