Job Description

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. Champion service excellence across all channels (phone, email, online, distributors). 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