Customer Experience Resolution Lead

The Customer Experience Resolution Lead is aware that every touchpoint with AAH is a chance to make the customer experience remarkable, knowing that it will increase satisfaction, loyalty, and advocacy, and turn our customers into fans. The role holder will take accountability, through to resolution, for customer queries that are assigned to their Team and will be aligned to the AAH Distribution Centres (DC’s) and Head Office, forming a crucial link between our customer and the AAH network, to understand and quickly resolve service‑related issues and queries. They will also work hand in hand with their colleagues to ensure a unified approach to customer queries, ensuring that a positive customer outcome be utilised to perpetuate a beneficial commercial relationship. This Role is Hybrid and requires travel!

Accountabilities

• Taking ownership and responsibility for the resolution of reported service issues impacting AAH customers within the agreed deadline and always providing a daily update to the customer, both internal and external, until fully resolved.
• Fostering excellent relationships with your colleagues and network and maintaining these through regular contact, building a sound knowledge of the operational health of the business and understanding of how this relates to customer experience.
• Ensuring the maintenance of customer contact records using the Salesforce platform to include the type of issue reported, the action taken to address these and the status of each incident.
• Working collaboratively with the Customer Experience Manager to identify opportunities to improve customer experience either by taking action directly or providing recommendations to senior management team.
• Ensuring all activities drive towards achievement of set of customer orientated Key Performance Indicators in line with the delivery of the channel strategy.
• Manage the performance of a team of circa 12 Customer Experience Executives, including regular 121’s, coaching and mentoring.

About You

• Lives and breathes a customer first attitude with a passion for creating successful long‑term customer relationships.
• Adaptable approach with the ability to manage complexity and deal with fast moving issues in real time.
• Experience in delivering customer experience improvement initiatives.
• Strong communication skills with the capability to engage customers and internal colleagues confidently and competently.
• Be able to challenge others where necessary, in a constructive and professional manner.
• Good knowledge of Microsoft Office applications, comfortable using internal data warehouse systems to identify recurring issues and the core cause.
• Ability to share information in a clear and concise manner and can influence customers and colleagues where necessary.
• Experience working in a similar role within Pharmaceuticals, NHS or Pharma Wholesale.

About Us

At AAH, you’ll be part of a team playing a vital role in one of the UK’s largest pharmaceutical and healthcare distribution networks. Every day, we make a difference in millions of lives by delivering lifesaving medicines from our network of branches to pharmacies, hospitals, and GP practices across thousands of communities. We operate with purpose and integrity, guided by our ICARE values, and are proud of the inclusive, collaborative culture we’ve built. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued goods. As part of our commitment to responsible business practices, we’re actively working to reduce our environmental impact. From modernising our delivery fleet and optimising routes to minimising waste and improving energy efficiency across our operations, we’re supporting a more sustainable future for the communities we serve. We are an equal opportunities employer, committed to diversity and inclusion. Our person‑centred approach to recruitment ensures a fair and welcoming experience, free from discrimination and bias. If you require any reasonable adjustments due to a disability or medical condition, please let our recruitment team know so we can support you throughout the process.