At a Glance
- Tasks: Lead a dynamic customer service team to deliver exceptional support and drive performance.
- Company: Join STADA UK Thornton & Ross, a trusted partner in health with a vibrant culture.
- Benefits: Enjoy competitive salary, hybrid working, generous leave, and wellness support.
- Other info: Embrace diversity and inclusivity in a supportive workplace focused on growth.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Experience in managing customer service teams and strong problem-solving abilities.
The predicted salary is between 35000 - 42000 £ per year.
STADA UK Thornton & Ross is on an exciting growth journey with more than 700 employees being fully committed to our purpose of Caring for People’s Health as a Trusted Partner.
Together we are shaping the future of Thornton & Ross by living our values of Integrity, Entrepreneurship, Agility and One STADA.
- STADA UK Thornton & Ross – Customer Service Team Manager - Rx Gx
- Huddersfield |U. K.| Full-time | Permanent
You’ll be at the heart of our customer experience operation – leading a high‑performing team that delivers exceptional service to every customer, every time, within our critical Rx GX channel.
You’ll own the performance of your team, driving results against key KPIs through sharp coaching, smart process improvement and a commitment to continuous development.
In our fast‑paced, high‑volume environment, you’ll thrive on multitasking, switching focus quickly and keeping productivity consistently high while maintaining the highest standards of service.
- How You Will Make An Impact
- Lead the delivery of superior, compliant customer service, ensuring GDP processes are followed consistently.
- Coach and develop a agile customer service team, driving a culture of ownership, improvement and customer focus.
- Control and optimise departmental workload, claims handling and reserves, keeping risk and transactional costs low.
- Own proactive customer communication on queries, delays and shortages, backed by accurate weekly service reporting.
- Resolve customer claims, non-conformances and escalations in line with SLAs and policy, using data to drive continuous improvement.
- Partner across the organisation and act as Customer Service lead for EDI workflows, improving overall customer supply and service.
- What We Are Looking For
- Demonstrable management experience of customer service teams (ideally to GDP standards in a regulated pharmaceutical or FMCG/ Food supply chain environment), with strong customer focus and comfort in fast-paced settings.
- Proven people leader in a matrix environment – able to motivate, communicate clearly and set transparent targets, expectations and measures.
- Skilled hands‑on problem‑solver with a proactive, creative approach to complaints and escalations, and the confidence to question the status quo constructively.
- Strong stakeholder manager, able to balance cross-functional needs and build rapport and empathy with a wide variety of customers and markets.
- Highly organised and self‑motivated, with excellent time management, prioritisation under pressure, and solid MS Office skills (plus SAP/EDI exposure a bonus).
- Data‑driven and improvement‑focused, using analysis to monitor performance, drive service and process continuous improvement and help others reach their potential.
- How We Care For You
At Thornton & Ross our purpose “Caring for people’s health as a trusted partner” motivates us every day.
And what would be a better place than starting with our own employees.
Which is why we give much in return
- Competitive salary, car allowance and annual bonus scheme.
- Salary Sacrifice Pension Scheme offering 8% employer contribution rates.
- Hybrid working – we spend three days of your choice in the office, with the remaining days working at home.
- 25 days of annual leave plus bank holidays with the potential to buy up to 5 additional days.
- On‑site subsidised canteen.
- Health benefits provided through our Vitality Private Medical Insurance
- Free winter flu jab.
- Wellbeing support through our Employee Assistance Programme and KYAN Wellbeing – offering free coaching and counselling services for you and your family.
- Electric Car Scheme through Octopus Energy, plus free on‑site EV charging.
- Cycle to Work Scheme.
- Enhanced Family Leave.
- Plus, many more employee benefits & celebration events.
STADA Group values and promotes its diverse culture, regardless of gender, age, social or ethnic origin, disabilities, religion, ideology, or sexual orientation.
We use the strength of our uniqueness to develop creative ideas, expand our experience and increase innovative strength.
Our focus is on equal opportunities, respectful cooperation, and the promotion of an inclusive working environment.
We are looking forward to your application and welcome applications without a pharmaceutical background.
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Customer Service Team Manager - RxGx in Leeds employer: STADA Thornton & Ross
STADA Thornton & Ross is an exceptional employer located in Reading, offering a dynamic work environment that fosters innovation and collaboration. With a strong focus on employee growth, we provide opportunities for professional development alongside competitive salaries, hybrid working options, and comprehensive health benefits, making it an ideal place for those looking to make a meaningful impact in the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Manager - RxGx in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at STADA Thornton & Ross. 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 STADA Thornton & Ross 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 Service Team Manager - RxGx 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 STADA Thornton & Ross:Your cover letter is your chance to shine! Tell us why you want to work at STADA Thornton & Ross 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 STADA Thornton & Ross!
How to prepare for a job interview at STADA Thornton & Ross
✨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.
