Customer Services Team Leader in Bourne End

Location: High Wycombe

Salary: Up to £40,000 (DOE) benefits

Hours: Monday-Friday, 10:00am-6:00pm (1 day from home after probation)

Are you an experienced people manager with a passion for delivering outstanding customer service? Our client - a leading medical supplies organisation - is seeking a proactive and dedicated Customer Services Team Leader to join their growing team. In this role, you will oversee the daily management of a busy team of around 10-15 people, ensuring exceptional service delivery to patients while supporting the wider strategic goals of the department. This is an excellent opportunity for someone who thrives in a fast-paced environment, loves leading people, and is committed to continuous improvement.

Key Responsibilities

• Lead, motivate, and manage the team to deliver first-class customer service.
• Oversee recruitment, onboarding, performance reviews, coaching, and ongoing team development.
• Ensure smooth daily operations and team performance against KPIs and company targets.
• Build strong relationships with patients to enhance loyalty and retention.
• Maintain up-to-date product and process knowledge to support patients effectively.
• Manage complaints efficiently, driving effective service recovery and patient satisfaction.
• Identify opportunities to improve processes, efficiency, and service quality.
• Collaborate on cross-departmental projects and support strategic initiatives.
• Produce performance reports and ensure compliance with departmental procedures.
• Ensure appropriate staffing coverage and manage daily workflow.
• Promote a positive, engaged, and high-performing team culture.

About You

• Strong leadership experience with a proven track record of managing and developing teams.
• Excellent customer service skills with a confident and professional telephone manner.
• Highly organised with strong attention to detail and the ability to prioritise effectively.
• Able to work towards and achieve targets while motivating others to do the same.
• Excellent verbal and written communication skills.
• Strong influencing and problem-solving abilities.
• Comfortable working in a fast-paced environment and adaptable to changing business needs.
• A proactive team player with the ability to work autonomously when required.

Benefits

• Contributory pension scheme
• Medical cash back plan
• Life assurance
• Free onsite parking
• Subsidised staff canteen
• Bike-to-work scheme
• Annual volunteering day
• Employee assistance programme
• Discounts on selected products and services
• Company Day and annual flu vaccination

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days. As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.