Customer Care Team Leader, UKI in Winnersh

The Customer Care Team Leader UKI leads and develops a Customer Care team to deliver consistent, high-quality service to customers across the UK and Ireland. The role focuses on people leadership, operational excellence, and continuous improvement, while contributing to wider customer service initiatives and creating an environment where individuals can perform at their best.

Our vision for Customer Care at BD: Customer Services is a strategic partner to both our customers and businesses and focuses on creating exceptional customer experiences and generating revenue growth.

We are the makers of possible. BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to turn the impossible into transformative solutions.

Why join us? BD is proud to be certified as a Top Employer 2026 in United Kingdom, reflecting our commitment to creating an exceptional working environment. A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

Main Responsibilities:

• Leading, coaching, and developing team members through regular one-to-one conversations, performance reviews, and day-to-day support
• Planning and coordinating daily workloads, resourcing, and absence cover to maintain service levels
• Managing recruitment, onboarding, and structured training to build a capable and engaged team
• Acting as a second-line escalation point for complex customer issues and complaints, ensuring timely and effective resolution
• Monitoring service quality, order accuracy, and call handling, providing clear and constructive feedback
• Maintaining and improving processes and ways of working to increase efficiency and customer satisfaction
• Analysing performance data and KPIs to identify trends and improvement opportunities
• Supporting cross-team initiatives and operational reviews to strengthen end-to-end customer experience

About You:

• At least five years of experience in a customer care or comparable commercial role, with a minimum of two years in a people leadership position
• Demonstrated experience handling escalated customer queries and complaints in a structured and professional manner
• Strong people management skills, with the ability to motivate, develop, and engage diverse teams
• High level of organisational and planning capability, with attention to detail and sound judgement
• Confident written communication skills and the ability to work effectively across multiple business areas
• Proficiency in MS Office applications, with experience of ERP systems such as SAP considered an advantage

Our expected base salary range for this position is £42,000–£48,000 per year, depending on experience.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance.

Becton, Dickinson and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.