Customer Service Team Lead in Elstree

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.

Responsibilities

The role involves 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.

Key responsibilities will include:

• 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

We would love to hear from you if you…

• Have experience in Team Leader role in an office based Customer Service team.
• 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.

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!

Benefits

• 25 days holiday + bank holidays.
• Private Medical Insurance + Mental Health support.
• Employee Assistance Program (EAP).
• Annual Performance Bonus.
• Long Service Awards.
• Flexible Career opportunities.
• Upskilling support + regular Lunch & Learns.
• 2 Volunteering days per year.
• Matched Charitable Giving Scheme.

At Medik8, we believe that diversity within our workplace drives innovation. 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 flows through our recruitment process. Studies have found that minority groupings tend to apply for roles only when they meet 100% of the role requirements, in comparison to non-minority grouping tend to apply when they meet only 60% of the role requirements. The requirements listed in our job descriptions are guidelines, not hard and fast rules, so if you think you meet 60+ of the role spec and are passionate, excited & feel like you have the potential to fulfil the rest - then we want to hear from you!