JOB OVERVIEW

Alsico is seeking a driven and people-focused Customer Team Leader to supervise our Healthcare Customer Service Team. You will be responsible for leading a team of advisors, overseeing daily customer service operations, maintaining SLA standards, and ensuring the accurate and timely processing of orders, pricing, and supply chain communications. This is a hands-on role requiring excellent leadership, organisation, and commercial awareness.

REQUIREMENTS:

• Proven experience in leading a customer service or contact centre team, ideally in similar industry.
• Proven ability to align customer service activities with commercial goals.
• Strong people leadership skills including coaching, objective setting, and performance tracking.
• Demonstrated ability in task/workflow distribution and real-time workload balancing.
• Experienced in SLA monitoring and service reporting to senior stakeholders.
• Skilled in CRM systems, pricing models, and supply chain coordination.
• Commercially aware and solutions-oriented.
• Strong communicator with a passion for excellent customer service.

• Lead a team of customer service advisors, providing coaching, training, mentoring, and performance management.
• Oversee day-to-day workflow, including task allocation, prioritisation, and monitoring team workloads to ensure SLA compliance.
• Oversee weekly backorder management, ensuring timely follow-ups, customer updates, and coordination with relevant departments to resolve outstanding issues.
• Support the future development of telesales activity to engage prospects, gather insight, and generate leads for the sales team.
• Ensure accurate and timely pricing validation to ensure quotations are completed accurately and promptly.
• Monitor team KPIs and SLAs, producing regular reports on service levels, turnaround times, and quality metrics.
• Conduct daily stand-ups, weekly team performance reviews, and 1-to-1s to drive engagement and accountability.
• Liaise with supply chain, logistics, and production teams to resolve delivery or inventory issues.
• Serve as escalation point for complex or high-profile customer issues, driving timely and effective resolution.
• Form part of the CRM implementation team, maintain and utilise the CRM system for order tracking, customer profiles, and service case management.
• Develop voice of the customer reviews in partnership with Sales and Operations, analysing customer feedback, identifying service gaps, and driving continuous improvement initiatives
• Foster a positive team culture based on collaboration, development, and continuous improvement.