Pharmasource & Ostomysource Customer Service Team Lead

About the role

The PSOS Customer Service Team Lead is responsible for the day-to-day leadership, coordination, and performance management of the Customer Service Team supporting both Pharmasource and Ostomysource . The role ensures the delivery of a high quality, compliant, and efficient service to customers, sales representatives, and internal stakeholders. This position plays a key role in operational excellence, people development, and continuous improvement across the function. MAIN DUTIES & RESPONSIBILITIES Lead, coach, and support a team of PSOS Customer Service Agents. Conduct weekly 1:1s, manage PDPs, and complete mid‑year and end‑year performance reviews. Oversee onboarding, induction, and ongoing training. Manage staff scheduling, absences, and resource allocation. Provide operational holiday cover as required. Foster a positive, collaborative, and high‑performance culture. Conduct daily morning briefings and set team priorities. Support agents with complex calls and manage customer escalations. Oversee mapping, allocation requests, call wrap reports, and CRM accuracy. Perform weekly backorder reviews and contract pricing checks. Monitor KPIs and SLAs to ensure service excellence. Conduct call listening, quality audits, and implement best‑practice standards. Approve ad‑hoc account set‑ups and manage monthly PRCS updates. Ensure timely ticket closure and accurate documentation. Ensure all relevant regulatory paperwork is supplied to Uniphar when required Comply with all Uniphar GDP processes and procedures and comply with regulations in force relating to supply of EMPs, Ostomy products and medical devices. Be aligned with Uniphar Group company strategy and focus including an in-depth knowledge of all relevant Work Instructions and SOP's Oversee the returns process and ensure timely resolution. Review and approve Exceptional Return Requests. Work closely with Supply Chain, Commercial, Finance, Quality, and IT teams. Provide insights and feedback to leadership to support operational decision‑making. Identify and recommend process improvements to enhance efficiency and customer experience. Monitor and report on key KPIs, including SLA adherence, accuracy, returns processing time, call quality, first‑contact resolution, backorder management, and employee engagement. Ensure all customer interactions are properly logged in the Customer Relationship Management (CRM) system. Keep on top of the open tickets and ensuring they are closed out within the SLA. QUALIFICATION, EXPERIENCE & SKILLS REQUIRED Minimum 3 years' experience in a busy customer service environment Previous customer service experience preferably in the pharmaceutical sector Pharmacy technician or healthcare background experience Previous experience with SAP is a distinct advantage It is essential that the candidate be able to provide flexibility to the function. Specifically, this may require extra hours during busy periods. Have good IT skills (MS Office, PowerPoint etc.). Requires clear diction and a good telephone manner and a commitment to excellent customer service Demonstrated ability to support and drive change COMPETENCIES Ability to work on own initiative . This role requires a balance of leadership and customer service expertise to ensure high levels of customer satisfaction, supporting a culture of collaboration and open communication within the team. Speaks clearly and specifically. Excellent communications skills including verbal, written and presentation Communicates in a professional manner and effectively manages customer liaison Works well within a team, flexible and willing to share the workload Demonstrate ambition and initiative in their work Open to change in a fast-moving industry and to new learning Be supportive of colleagues in a team environment Should adhere to the service values of Uniphar Wholesale Ability to learn new business processes and operate training provided on new IT applications Ability to work effectively in a team to achieve organisational goals. Ability to learn new business processes quickly . How we'd like to work together Due to the expected key outcomes associated with this role by its nature it will be a role based out of one of our offices across the UK or Ireland. There will be an element of hybrid working available, but this role will also involve travel to our global sites. It is important to note that we do not expect this job to be a '9 to 5' type position. In return for your flexibility, you will be joining an environment that understands how inter-twined work and life have become - and both the benefits and challenges that brings - and therefore offers a flexible, progressive way of supporting it. If you believe that you meet most of the criteria above, we encourage you to apply. We are an equal opportunities employer and will ensure any reasonable accommodations are implemented as

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Pharmasource & Ostomysource Customer Service Team Lead Full Time Permanent CityWest

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