Job Description

About the company:

Hugo Technology operates in the healthcare sector, offering a comprehensive service specialising in maintaining, calibrating and repairing medical equipment to Original Equipment Manufacturer's specifications. Based in Bromsgrove, Hugo offers a national service both through its local workshops and a network of employed field service engineers and has turnover of approximately 6m.

Hugo is owned by Asker Healthcare Group, a leading player in the European Healthcare market supplying products and services across a wide range of countries and markets. The Asker group has 4,000 employees in 17 countries and revenues amounting to SEK 15 billion.

Role Purpose

As Customer Service Team Leader, you will ensure that the needs of customers are being met or exceeded. The aim is to provide and promote excellent customer service. This position will lead the Customer Service team, making sure that service standards are being met and problems are resolved.

This position is responsible to the Operations Manager for direction and support.

Main Accountabilities

Train Staff to deliver high standards of Customer Service and meet contractual obligations. Lead the Customer Service Team, motivate and focus the team on financial goals. Also adhere to the daily requirements of the Business Support & Customer Service Department, ensuring tasks are completed and followed through. Manage holiday requests and timekeeping/absences Planning, booking and scheduling of jobs for Field Service Engineers and Back to Base Engineers as required Escalation point for the team regarding any conflicts during job planning. Responsible for end of day overview for all planned jobs. Ensuring FSE utilisation is at the required level and customer KPI's are met. Collate data and provide reports. Attend Customer meetings as required. Liaise with team members, Field Service Engineers and all internal Departments as required. Ensure that both inbound and outbound calls are managed. Investigate complaints providing reports to Operations Manager Deal with Customer queries and requests. To use company CRM system, Odoo within the Department and ensure that jobs are updated as required. Invoicing of Jobs, where required, in the Department and ensure all jobs are ready for invoicing for those external to department. Ensure full compliance at all times with Quality Management Systems and Health and Safety systems, to meet the requirements of all company and external standards as appropriate. Ensure the department is a safe and tidy work area.
Key Personal attributes

Dedicated to delivering high levels of service to customers Reliable, dependable and hard working Good team player Good communication skills - both written and verbal Flexible and willing to take on a variety of tasks Ability to multi task and meet the physical demands of the job

Experience and Qualifications

Flexible and self-motivated with the drive to go the extra mile Previous experience working as a Team Leader within a scheduling sector. Previous experience in liaising with customers Problem solving experience to meet customer demands Previous experience of using CRM systems Experience with Microsoft Office products
Job Type: Full-time

Pay: Up to 32,500.00 per year

Benefits:

Company pension Free parking Health & wellbeing programme On-site parking Referral programme
Schedule:

Monday to Friday
Experience:

Scheduling: 1 year (preferred)
Work authorisation:

United Kingdom (preferred)
Work Location: In person

Application deadline: 24/07/2025
Reference ID: HUGCSTL1