CUSTOMER CARE TEAM LEADER - PRESCRIPTION SERVICES

Are you passionate about healthcare and dedicated to making patients’ lives easier? Do you thrive in a fast-paced environment where your exceptional customer service skills can truly make a difference? If so, Vyne Healthcare, part of Optimum Medical, wants you! We’re looking for enthusiastic and compassionate individuals to join our team in Leeds, helping us deliver top-notch service and support to our valued customers.
About Us: Optimum Medical is a leading manufacturer of high-quality urology products, including the brands Optimum Medical, Hunter, and Nexus. Our products are included on the NHS Drug Tariff for supply on prescription. Vyne Healthcare, the service arm of Optimum Medical is a Dispensing Appliance Contractor (DAC), that provides discreet and confidential NHS services, suppling medical appliances directly to customers upon receipt of prescriptions for Drug Tariff items.
Are you passionate about customer satisfaction and ready to lead by example? Do you thrive in a fast-paced, purpose-driven environment where no two days are the same? We’re looking for a dynamic and empathetic Customer Care Team Leader to join our dedicated customer experience team.

What you’ll be doing: You’ll be the go-to person for supporting both customers and colleagues. Your day-to-day will include:

• Leading from the front to deliver a gold-standard customer experience
• Managing orders, taking calls, and offering expert product guidance
• Handling complex queries and supporting complaint resolution with poise and professionalism
• Identifying service improvements and supporting the Customer Care Manager in driving positive change
• Deputising when needed and ensuring seamless operation across the team
• Playing a key role in building customer loyalty and satisfaction

What we’re looking for: You have a natural ability to inspire others, a calm and methodical approach to problem-solving, and a genuine desire to help people. Experience in a customer care environment especially with CRM systems like NetSuite is a bonus.

• 2 years plus in a team leader role ideally in a customer care/service environment
• Experience of working within a telephone based environment
• Ability to prioritise tasks and change direction depending on service requirements
• Ability to work in a fast paced environment
• Excellent people management skills
• Leadership and motivational skills
• Communication and emotional intelligence
• Coaching and development experienc

YOU’LL ALSO BE RESPONSIBLE FOR:

• Overseeing prescription management and processing customer orders across various channels
• Maintaining accurate account information and handling confidential data with discretion
• Tracking root causes of customer issues to support long-term service excellence
• Meeting individual and team performance targets, with a focus on continuous improvement

What we’re looking for: You have a natural ability to inspire others, a calm and methodical approach to problem-solving, and a genuine desire to help people. Experience in a customer care environment especially with CRM systems like NetSuite is a bonus.

• 2 years plus in a team leader role ideally in a customer care/service environment
• Experience of working within a telephone based environment
• Ability to prioritise tasks and change direction depending on service requirements
• Ability to work in a fast paced environment
• Excellent people management skills
• Leadership and motivational skills
• Communication and emotional intelligence
• Coaching and development experience

Why join us? This is more than a job—it’s a chance to make a real impact. Join a supportive team that values empathy, initiative, and shared success.

What you’ll be doing: You’ll be the go-to person for supporting both customers and colleagues. Your day-to-day will include:

• Leading from the front to deliver a gold-standard customer experience
• Managing orders, taking calls, and offering expert product guidance
• Handling complex queries and supporting complaint resolution with poise and professionalism
• Identifying service improvements and supporting the Customer Care Manager in driving positive change
• Deputising when needed and ensuring seamless operation across the team
• Playing a key role in building customer loyalty and satisfactio