At a Glance
- Tasks: Lead and optimise customer support operations for a pioneering healthcare company.
- Company: Join Johnson & Johnson, a leader in healthcare innovation.
- Benefits: Inclusive work environment, competitive salary, and opportunities for personal growth.
- Other info: Dynamic role with opportunities for cross-functional collaboration and career advancement.
- Why this job: Make a real impact on healthcare while developing your leadership skills.
- Qualifications: Experience in customer service operations and team management.
The predicted salary is between 50000 - 60000 £ per year.
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Key Responsibilities
- We are seeking a dynamic Lead to oversee and optimise customer support operations for DePuy Synthes UK. This pivotal role goes beyond traditional service delivery, the ability to translate customer and business needs into actionable service strategies, and a commitment to building strong collaborative partnerships with both internal teams and external customers. The ideal candidate will ensure exceptional service as we establish DePuy Synthes as a standalone orthopaedics company.
Key Areas of Responsibility
- Commercial Awareness & Customer Partnership: Develop a thorough understanding of the DePuy Synthes commercial model, product portfolio, and go-to-market strategy to ensure customer service operations are aligned to and actively support commercial objectives. Build and maintain strong relationships with external customers — including NHS Trusts and private hospitals — to understand their evolving needs, challenges, and expectations. Act as the voice of the customer within E2E Supply Chain, feeding commercial insights and customer feedback into planning, distribution, and leadership discussions. Partner closely with the Commercial to ensure seamless end-to-end customer experience from order placement through to delivery and aftercare. Proactively identify opportunities to enhance customer value, improve service propositions, and differentiate DePuy Synthes through best-in-class service.
- Team Leadership & Performance Management: Lead, motivate, and develop customer service teams to achieve outstanding performance. Set clear goals, track KPIs, and implement performance improvement initiatives. Foster a high-performance culture centred on customer satisfaction, commercial awareness, and continuous improvement. Day-to-day management and leadership of Team Leaders and Customer Service Representatives across the Leeds site. Embed a mindset where every team member understands the commercial impact of their role and how their work directly contributes to customer retention and revenue growth.
- Cross-Functional Collaboration: Establish and maintain regular forums with internal stakeholders to review service performance, share customer insights, and align on priorities. Engage with EMEA and Global teams to share best practice, align on regional process improvement initiatives, and represent UK customer needs. Ensure that any SOX requirements are met.
- Automation & Self-Service Optimisation: Identify opportunities to utilise automation to enhance service delivery in line with regional and global strategy. Drive the adoption and integration of self-service tools, empowering customers to resolve issues independently while maintaining the human touch for complex interactions. Collaborate with IT and internal digital partners to ensure seamless implementation and ongoing improvements.
- Process Streamlining & Consolidation: Manage and optimise customer support operations to maximise efficiency. Standardise procedures and workflows, reducing redundant activities and enhancing consistency. Use data and insights — including commercial metrics such as OTIF, backorder rates, and customer satisfaction scores — to continually optimise service processes across the end-to-end supply chain.
- Financial Management & Forecasting: Manage the departmental budget, ensuring optimal resource allocation. Produce accurate forecasts to support planning and decision-making. Track and report on cost savings initiatives, identifying opportunities for continual financial improvement. Understand the financial impact of service decisions on the broader commercial P&L.
- Separation Readiness & Operational Continuity: Support the transition of customer service operations to the standalone DePuy Synthes operating model. Ensure workforce readiness, knowledge documentation, and process continuity through the separation period. Champion the development of DePuy Synthes-specific SOPs, system access, and customer relationship management processes.
Required Skills:
- Customer Centricity
- Customer Relationship Management (CRM)
- Customer Satisfaction
- Customer Support Operations
- Customer Support Platforms
- Customer Support Policies and Procedures
- Customer Support Trends
- Developing Others
- Efficiency Analysis
- Emotional Intelligence
- Fact-Based Decision Making
- Inclusive Leadership
- Leadership
- Performance Measurement
- Process Optimization
- Quality Services
- Resource Management
- Team Management
Contact Details:
J&J Family of Companies Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Manager Customer Service Operations in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at J&J Family of Companies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like J&J Family of Companies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager Customer Service Operations in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to J&J Family of Companies:Your cover letter is your chance to shine! Tell us why you want to work at J&J Family of Companies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at J&J Family of Companies!
How to prepare for a job interview at J&J Family of Companies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
