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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: Make a real impact in a growing company that values sustainability and innovation.
- Qualifications: Experience in customer service leadership and strong communication skills required.
- Other info: Be part of a diverse team with opportunities for growth and development.
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.
As Customer Care Team Leader, 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. To ensure we’re there for our customers when it matters most, this role includes occasional evening shifts (until 7pm) and 1 in 4 weekends, particularly during new product launches and peak trading periods.
Salary & Location
- Salary: £35,000
- Location: UK – Hybrid
- Contract: 12 month FTC, Full-time, 37.5 hours per week
Key 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.
What we are looking for
- Experience in a 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.
- 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
We believe in diversity within our workplace and are committed to equal opportunities. Our DEI ethos flows through our recruitment process. The requirements listed in our job descriptions are guidelines, not hard and fast rules. If you meet 60%+ of the role requirements and are passionate and motivated, we want to hear from you!
Customer Care Team Leader in Elstree employer: Medik8
Contact Detail:
Medik8 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Team Leader in Elstree
✨Tip Number 1
Get to know the company inside out! Research Medik8's values, products, and customer care approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think about times you've motivated a team or resolved conflicts. Be ready to share these experiences during interviews to demonstrate your people management skills.
✨Tip Number 3
Show off your problem-solving skills! Prepare examples of how you've tackled customer issues in the past. Medik8 is all about delivering exceptional experiences, so highlight your ability to turn challenges into opportunities.
✨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 keen on joining the Medik8 family right from the start.
We think you need these skills to ace Customer Care Team Leader in Elstree
Some tips for your application 🫡
Show Your Passion for Customer Care: When writing your application, let your enthusiasm for customer service shine through. We want to see how much you care about delivering exceptional experiences and how you can inspire others to do the same!
Tailor Your Experience: Make sure to highlight your relevant experience in team leadership and customer service. Use specific examples that demonstrate your ability to manage a team and improve processes, as this is key for us at Medik8.
Be Authentic: We value authenticity, so don’t be afraid to let your personality come through in your application. Share your unique approach to problem-solving and how you’ve turned customer insights into meaningful changes in previous roles.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of applications and ensures you’re considered for the role you’re excited about!
How to prepare for a job interview at Medik8
✨Know the Brand Inside Out
Before your interview, dive deep into Medik8's mission, values, and product offerings. Understanding their CSA Philosophy® and how it shapes customer interactions will show your genuine interest and alignment with their brand.
✨Showcase Your Leadership Style
Prepare examples of how you've successfully led a team in a customer service environment. Highlight your coaching techniques and how you’ve motivated team members to achieve targets, especially in high-pressure situations.
✨Be Ready for Scenario Questions
Expect questions about handling escalations or difficult customer interactions. Think of specific instances where you turned a negative experience into a positive one, demonstrating your problem-solving skills and commitment to customer satisfaction.
✨Emphasise Continuous Improvement
Discuss how you've used customer insights to drive changes in processes or services. Be prepared to share examples of how you've refined automated responses or improved team performance based on feedback.
