Uniphar
pharmaceutical
Pharmasource&OstomysourceCustomerServiceTeamLead
“Pharmasource & Ostomysource Customer Service Team Lead at Uniphar. Skills: Customer Service Team Leadership, Performance Management, Customer Escalation Management, Process Improvement, Team Coaching and Development. Day-to-day leadership, coordination, and performance management of the Customer Service Team. Ensuring the delivery of a high quality, compliant, and efficient service to customers, sales representatives, and internal stakeholders”
Industry & Context.
Support agents with complex calls; Manage customer escalations; Oversee the returns process and ensure timely resolution; Review and approve Exceptional Return Requests
Flexibility to the function, may require extra hours during busy periods, Travel to global sites, Not a '9 to 5' type position
What They're Looking For.
Must Have
Minimum 3 years’ experience in a busy customer service environment, Good IT skills (MS Office, PowerPoint etc. ), Clear diction and a good telephone manner and a commitment to excellent customer service, Demonstrated ability to support and drive change
Nice to Have
Previous customer service experience preferably in the pharmaceutical sector, Pharmacy technician or healthcare background experience, Previous experience with SAP is a distinct advantage
What You'll Do.
Day-to-day leadership
and performance management of the Customer Service Team
Ensuring the delivery of a high quality
and efficient service to customers
sales representatives
and internal stakeholders
and supporting a team of PSOS Customer Service Agents
Conducting weekly 1: 1s
and completing performance reviews
Overseeing onboarding
Managing staff scheduling
and resource allocation
and high-performance culture
Conducting daily morning briefings and setting team priorities
Supporting agents with complex calls and managing customer escalations
Performing weekly backorder reviews and contract pricing checks
Monitoring KPIs and SLAs to ensure service excellence
Conducting call listening
and implementing best-practice standards
Approving ad‑hoc account set‑ups and managing monthly PRCS updates
Ensuring timely ticket closure and accurate documentation
Ensuring all relevant regulatory paperwork is supplied
Complying with Uniphar GDP processes and procedures
Overseeing the returns process and ensuring timely resolution
Reviewing and approving Exceptional Return Requests
Monitoring and reporting on key KPIs
including SLA adherence
returns processing time
first‑contact resolution
and employee engagement
Ensuring all customer interactions are properly logged in the Customer Relationship Management (CRM) system
Keeping on top of open tickets and ensuring they are closed out within the SLA
How You'll Work.
Team & Collaboration
Work closely with Supply Chain, Commercial, Finance, Quality, and IT teams; Foster a positive, collaborative, and high‑performance culture; Be supportive of colleagues in a team environment; Ability to work effectively in a team to achieve organisational goals
Communication Scope
Excellent communications skills including verbal, written and presentation; Communicates in a professional manner and effectively manages customer liaison; Clear diction and a good telephone manner
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