Job Description

Customer Experience Team Leader (Leeds-based)

Optimum Medical is seeking a passionate and motivated

Customer Experience Team Leader

to guide and inspire our fantastic team! In this role, you will lead customer interactions while ensuring our specialists provide exceptional service. You'll empower your team to make a real difference to patients' lives, helping them find solutions that enhance their well-being and return to daily routines.

Optimum Medical's vision is to

transform healthcare

by enhancing the lives of patients and caregivers through

quality products and exceptional service

. We offer a range of healthcare solutions across the UK and international markets, including

healthcare lubricants and urology products

, alongside our outstanding patient care and home delivery service,

Vyne

. We constantly seek opportunities to

'Constantly Create Better'

in all we do.

Key Responsibilities

As a

Customer Experience Team Leader

, you will:

Lead, mentor, and support a team of Customer Experience Specialists to deliver

exceptional service

.

Proactively engage

with customers to gather feedback, identify needs, and provide expert product guidance across urology, stoma, and nephrostomy solutions. Oversee customer queries, ensuring seamless

sample requests

,

product recommendations

, and

Vyne service conversions

. Implement strategies to drive

customer retention

and improve satisfaction. Manage team performance,

set targets

, and support professional development. Ensure sensitivity to customer needs, including maintaining

confidentiality

and

discretion

at all times. Act as a

point of escalation

, handling complex inquiries while maintaining

empathy and professionalism

. Foster a positive team environment that encourages

collaboration

,

growth

, and

continuous improvement

.

Requirements

Experience in a leadership or team management role

within a

customer experience/service/care environment

. Strong background in

telephone-based

customer interactions,

outbound calling

, or a

target-driven

environment. A passion for improving

patient outcomes

and making a difference in people's lives.

Excellent communication, coaching, and motivational skills

. Ability to work

strategically

, managing targets and driving performance. Empathetic, compassionate, and committed to providing

exceptional customer experiences

. Confidence in receiving and contributing

feedback

to improve team and company processes.
This is

not

a cold-calling role. Instead, you will lead a team dedicated to

solving real customer challenges

, offering

clinically informed solutions

with

compassionate service

. If you're ready to

lead, inspire, and innovate

, we'd love to hear from you!

Our offering:

Personal bonus scheme plus a company bonus scheme up to 4k per year Salary circa 30,000 27 days holiday, plus bank holidays and the option to buy/sell up to 5 days in a year, plus a volunteer/charity day Health Cash Plan available which means you can claim cashback on healthcare & wellbeing treatments, 24/7 confidential GP Anytime service and Employee Assistance line for all our employees. Mental Health first aiders and a Life Assurance (3x Salary) plus pension plan available to all. Free Car Parking A friendly open plan office environment with free tea and coffee, fruit and regular social events
At Optimum Medical

we?LISTEN, we?CREATE, we?MAKE IT HAPPEN, we CARE,?and we?HAVE FUN!

Please note, the successful candidates will be subject to pre-employment checks including 2 satisfactory recent references, qualifications checked (if relevant) and right to work documents.

Optimum Medical is committed to achieving a working environment which provides equality of opportunity and freedom from unlawful discrimination on the grounds of race, sex, pregnancy and maternity, marital or civil partnership status, gender reassignment, disability, religion or beliefs, age or sexual orientation. This?aims to remove unfair and discriminatory practices and to encourage full contribution from its diverse community. Optimum Medical is committed to actively opposing all forms of discrimination

Job Types: Full-time, Permanent

Pay: 28,000.00-32,000.00 per year

Additional pay:

Bonus scheme Performance bonus
Benefits:

Additional leave Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free parking Life insurance On-site gym On-site parking
Schedule:

Monday to Friday
Work Location: In person