Job Description

Job Overview

Alsico is seeking a driven and people-focused Customer Team Leader to supervise our Healthcare Customer Service Team. You will be responsible for leading a team of advisors, overseeing daily customer service operations, maintaining SLA standards, and ensuring the accurate and timely processing of orders, pricing, and supply chain communications. This is a hands-on role requiring excellent leadership, organisation, and commercial awareness.

Key Responsibilities:

Lead a team of customer service advisors, providing coaching, training, mentoring, and performance management. Oversee day-to-day workflow, including task allocation, prioritisation, and monitoring team workloads to ensure SLA compliance. Oversee weekly backorder management, ensuring timely follow-ups, customer updates, and coordination with relevant departments to resolve outstanding issues. Support the future development of telesales activity to engage prospects, gather insight, and generate leads for the sales team. Ensure accurate and timely pricing validation to ensure quotations are completed accurately and promptly. Monitor team KPIs and SLAs, producing regular reports on service levels, turnaround times, and quality metrics. Conduct daily stand-ups, weekly team performance reviews, and 1-to-1s to drive engagement and accountability. Liaise with supply chain, logistics, and production teams to resolve delivery or inventory issues. Serve as escalation point for complex or high-profile customer issues, driving timely and effective resolution. Form part of the CRM implementation team, maintain and utilise the CRM system for order tracking, customer profiles, and service case management. Develop voice of the customer reviews in partnership with Sales and Operations, analysing customer feedback, identifying service gaps, and driving continuous improvement initiatives Foster a positive team culture based on collaboration, development, and continuous improvement.

Requirements:

Proven experience in leading a customer service or contact centre team, ideally in similar industry. Proven ability to align customer service activities with commercial goals. Strong people leadership skills including coaching, objective setting, and performance tracking. Demonstrated ability in task/workflow distribution and real-time workload balancing. Experienced in SLA monitoring and service reporting to senior stakeholders. Skilled in CRM systems, pricing models, and supply chain coordination. Commercially aware and solutions-oriented. Strong communicator with a passion for excellent customer service.

Key Competencies:

Analytical Thinking:

Ability to analyse complex data and identify trends and opportunities for improvement.

Attention to Detail:

Ensures that all elements of supply chain projects are well-coordinated and aligned.

Collaboration:

Ability to work effectively with cross-functional teams and build strong relationships.

Adaptability:

Comfortable working in a fast-paced environment with changing priorities.
Job Type: Full-time

Pay: Up to 35,000.00 per year

Benefits:

Canteen Company pension Cycle to work scheme Free parking Life insurance
Application question(s):

Do you have a track record in SLA/KPI monitoring and reporting? Do you have experience in task/workload allocation with hands on experience in CRM systems?
Experience:

leading a customer service or contact centre team : 3 years (required)
Work Location: In person