Customer Care Team Leader in Wokingham

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.

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.

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. 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.

About BD and Workplace Expectations:

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 look at the impossible and find transformative solutions. 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. To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health.

At BD, you will discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place. At BD, we prioritise 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 recognising the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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.

Compensation:

Our expected base salary range for this position is £42,000-£48,000 per year, depending on experience. Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates' progress, ranging from entry level to experts in their field, and talent mobility. The salary or hourly rate offered to a successful candidate is determined by their experience, education, and skills, as well as the labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location.