At a Glance
- 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.
- Other info: Be part of a diverse team with a commitment to sustainability and growth.
- 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.
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
At Medik8, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. Our commitment to employee growth is evident through flexible career opportunities, ongoing training, and a supportive environment that values diverse perspectives. With benefits like private medical insurance, generous holiday allowances, and a focus on sustainability, joining our UK-based team as a Customer Care Team Leader means being part of a purpose-driven organisation dedicated to delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Leader in Borehamwood
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Medik8. 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 Medik8 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 Customer Care Team Leader in Borehamwood
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 Medik8:Your cover letter is your chance to shine! Tell us why you want to work at Medik8 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 Medik8!
How to prepare for a job interview at Medik8
✨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.
