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- Tasks: Lead and inspire a dynamic Customer Care team to deliver exceptional service.
- Company: Join Medik8, a pioneering skincare brand committed to customer excellence.
- Benefits: Enjoy 25 days holiday, flexible working, and a generous employee discount.
- Why this job: Shape a customer-obsessed culture and make a real impact in skincare.
- Qualifications: Experience in team leadership and strong communication skills required.
- Other info: Be part of a diverse team with a commitment to sustainability and growth.
The predicted salary is between 28000 - 42000 £ per year.
At Medik8, science is at the heart of everything we do – and that includes how we care for our customers. As a global, clinical skincare brand in an exciting phase of growth, we’re passionate about delivering exceptional experiences at every touchpoint. We’re looking for an experienced Customer Care Team Leader to lead and inspire our UK-based in-house team. Reporting into the UK Customer Care Manager, you’ll play a key role in shaping a customer-obsessed culture, ensuring every interaction reflects our brand values, expertise, and commitment to excellence. This is a hands-on leadership role for someone who loves developing people, improving processes, and turning customer insight into meaningful change.
Role details:
- You’ll be responsible for the day-to-day leadership of our UK Customer Care team (currently 6 FTE), supporting them to deliver world-class service across Live Chat, Email, Voice, and Social Media.
- You’ll balance people leadership with operational excellence — from coaching and performance management, to handling escalations and working cross-functionally to resolve customer issues quickly and fairly.
- Occasional evening shifts (until 7pm) and 1 in 4 weekends are required, particularly during new product launches and peak trading periods.
Salary: £35,000 • Location: UK – Hybrid • Contract: 12 month FTC, Full-time, 37.5 hours per week
Responsibilities:
- Lead and motivate a team of Customer Care Executives (currently 6 FTE) to achieve SLAs across Live Chat, Email, Voice & Social Media.
- Provide guidance, coaching and feedback to team members to enhance performance and meet CSAT target and department KPIs.
- Monitor and evaluate customer responses to drive continuous improvement.
- Review and refine automated responses to maintain accuracy and authentic tone of voice.
- Manage the team rota and holiday requests to guarantee consistent coverage across evenings and weekends.
- Work closely with the UK Warehouse and Logistics teams to investigate and resolve delivery issues quickly, closing the loop for the customer.
- Act as the primary point of escalation for the UK Team, taking ownership of sensitive or customer complaints and resolving them with fairness.
- Analyse customer insights and turn pain points into actionable fixes by partnering with key stakeholders to improve the overall consumer experience.
- Support with ongoing training sessions for new and existing team members.
Qualifications:
- Have experience in Team Leader role in an office based Customer Service team.
- People Management experience.
- Strong communication and problem solving skills.
- Prior experience in the skincare industry is preferred.
- Able to work under pressure while maintaining the highest standards.
- Be a team player with a proactive attitude.
- Have experience with Gorgias or a similar Customer Service Platform.
About Us:
Founded in 2009 by UK scientists and brothers, we are a British, B Corp™ certified dermatological skincare brand, globally renowned for our age-defying heroes that deliver results without compromise. Our mission is to simplify the route to great skin through the highest quality, most efficacious and trusted products on the market. All this is underpinned by our pioneering CSA Philosophy® of vitamin C plus sunscreen by day, and vitamin A (retinoids) by night which addresses 90% of anti-ageing skincare needs to deliver more youthful-looking skin.
Culture & Benefits:
We are fuelled by our commitment to sustainability, quality, efficiency, and an unwavering passion for our customers. Championing solutions-focused thinking, we possess a purpose-driven mentality and strive to work with integrity and agility, always. We are collaborative go-givers; our diverse talents work cross-functionally and we achieve more together. We are proud to do everything in-house, challenging the norm and pushing the boundaries of possibility. It’s just who we are!
Some of the perks of being part of the Medik8 team include:
- 25 days holiday + bank holidays
- Flexible & Hybrid working
- Private Medical Insurance + Mental Health support
- Employee Assistance Program (EAP)
- Annual Performance Bonus
- Long Service Awards
- 75% discount + Annual Product Allowance
- Flexible Career opportunities
- Up-skilling support + regular Lunch & Learns
- 2 Volunteering days per year
- Matched Charitable Giving Scheme
Our DE&I ethos also flows through our recruitment process. We celebrate multiple backgrounds, cultures, approaches and points of view, and believe that when people feel respected and included, they can truly flourish. We’re committed to advancing equal opportunities and we’re dedicated to building a workforce as diverse as our consumer base, creating a multifaceted, equitable and inclusive culture and allowing all colleagues to bring their whole selves to work.
Our DE&I ethos also notes that the requirements listed in our job descriptions are guidelines, not hard and fast rules. If you think you meet 60+% of the role spec and are passionate, excited and feel like you have the potential to fulfil the rest – we want to hear from you.
Customer Care Team Leader in Borehamwood employer: Medik8
Contact Detail:
Medik8 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Team Leader in Borehamwood
✨Tip Number 1
Get to know the company inside out! Research Medik8's values, products, and culture. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at Medik8. Personal connections can make a huge difference!
✨Tip Number 3
Prepare for situational questions! Think about how you've handled customer service challenges in the past. Be ready to share specific examples that highlight your leadership skills and problem-solving abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Medik8 family. Good luck!
We think you need these skills to ace Customer Care Team Leader in Borehamwood
Some tips for your application 🫡
Show Your Passion for Customer Care: When writing your application, let your enthusiasm for customer service shine through. Share specific examples of how you've gone above and beyond to help customers in previous roles. We love seeing candidates who genuinely care about creating exceptional experiences!
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the skills and experiences mentioned in the job description. Highlight your leadership experience and any relevant achievements in customer service. This shows us that you understand what we're looking for and that you're a great fit for our team.
Be Authentic: We appreciate honesty and authenticity in applications. Don’t be afraid to share your personality and values in your writing. Let us know what drives you and why you want to join Medik8. This helps us get a sense of who you are beyond just your qualifications.
Apply Through Our Website: We encourage you to apply directly through our careers page. It’s the best way to ensure your application gets to the right people. Plus, you can explore more about our culture and values while you're there. We can't wait to see your application!
How to prepare for a job interview at Medik8
✨Know Your Customer Care Stuff
Make sure you brush up on your customer service knowledge, especially in the skincare industry. Familiarise yourself with Medik8's products and values, as well as common customer queries and issues. This will show that you're genuinely interested and prepared to lead a team that embodies the brand.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you motivated your team, handled escalations, or improved processes. Be ready to discuss your coaching style and how you can inspire others to achieve their best.
✨Demonstrate Problem-Solving Prowess
Since this role involves resolving customer complaints and issues, come equipped with examples of how you've tackled difficult situations. Highlight your analytical skills and how you've turned customer insights into actionable improvements. This will illustrate your ability to enhance the customer experience.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during the interview. Prepare for questions like how you'd handle a dissatisfied customer or manage team performance under pressure. Practising these scenarios will help you articulate your thought process and decision-making skills effectively.
