Customer Support Team Leader

Heathfield, Devon
3 days ago
Create job alert

We’re recruiting on behalf of a growing, values-led organisation that is investing heavily in its customer experience. This is an excellent opportunity for an experienced Customer Support Team Leader to take ownership of a multi-channel support function and play a key role in shaping service delivery, team performance and customer satisfaction.
You’ll lead, coach and develop a Customer Support team delivering high quality service to a diverse customer base, including private customers, therapists, internal sales teams, UK distributors and export partners.
The Role
As Customer Support Team Leader, you’ll be responsible for the day-to-day leadership and performance of the Customer Support team, ensuring service levels, KPIs and customer experience standards are consistently achieved.
Key responsibilities include:
Leadership & Team Development

  • Lead, motivate, and develop a Customer Support team through regular 1:1s, coaching, and performance management
  • Manage appraisals, probation reviews, PDRs, and performance goals
  • Allocate workload and inbox ownership to ensure service coverage and KPI delivery
  • Identify and address underperformance early, working within HR processes
  • Recruit, onboard, and train new team members as required
  • Deliver ongoing training, call coaching, and side-by-side sessions to build commercial awareness and tailored communication skills
    Customer Experience & Service Quality
  • Help shape and deliver a clear customer experience strategy alongside the senior leadership team
  • Define service standards, escalation paths, and response expectations for different customer groups
  • Act as the first escalation point for complex or high-priority customer issues
  • Ensure timely resolution of enquiries and complaints across all support channels
  • Maintain up-to-date product knowledge and accurate customer facing documentation
  • Capture and champion customer feedback, translating insight into service improvements
    Operational Performance & Reporting
  • Own and deliver Customer Support KPIs, including response times, order processing, backlog management, and customer satisfaction
  • Champion effective use of HubSpot CRM, ensuring all customer interactions are logged, tracked, and followed up accurately
  • Work closely with Sales and Marketing to optimise workflows, reporting, and visibility of customer insight
  • Analyse performance trends, identify root causes, and implement corrective actions
  • Produce regular performance reports and insight for senior stakeholders
    Process Ownership & Continuous Improvement
  • Develop, maintain and improve Customer Support SOPs
  • Identify inefficiencies and lead improvements that enhance speed, accuracy and customer experience
  • Work cross-functionally with Sales, Marketing, Operations, and Finance to align processes with the end-to-end customer journey
  • Escalate risks with potential financial, legal, or reputational impact
  • Promote a culture of continuous improvement and encourage team-led ideas
    Stakeholder & Relationship Management
  • Build strong internal relationships to ensure seamless service delivery
  • Represent Customer Support in cross-departmental discussions
  • Collaborate with Sales, Operations and Finance to remove blockers and support business initiatives
    What We’re Looking For
  • Proven experience leading and developing a high performing Customer Support or Customer Service team
  • Strong track record of delivering KPIs and improving customer satisfaction
  • Confident handling escalations and service risk
  • Data-driven, solutions-focused approach with strong decision-making skills
  • Excellent communication skills with the ability to influence stakeholders at all levels
  • Confident and consistent user of HubSpot CRM (or similar CRM platforms)
    Desirable (Not Essential)
  • Experience with ERP, MRP, or order management systems
  • Background in healthcare, medical devices, or regulated environment
  • Demonstrated experience delivering process and service improvement
    WHAT IS ON OFFER
    Monday to Friday 9am to 5pm
    Competitive Salary
    Matched Pension
    26 Days Leave (plus Public Holidays)
    Free Onsite Parking
    Access to Help @Hand 24/7 Helpline for you and your immediate Family
    Access to Simply Health
    Company Events
    If you are an experienced Customer Support Team Leader and are currently looking for a new challenge then please submit an up to date CV by using the ‘apply’ button below.
    By applying for this position, you confirm that you consent to the processing of your personal data in accordance with the General Data Protection Regulation (GDPR) for the purposes of recruitment, employment and working finding service

Related Jobs

View all jobs

Senior Customer Operations Manager

Customer Services Manager - Medical Devices / Healthcare

European Technical Services Manager

Technical Manager

Production Supervisor

Field Service Engineer

Subscribe to Future Tech Insights for the latest jobs & insights, direct to your inbox.

By subscribing, you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Neurodiversity in Medical Technology Careers: Turning Different Thinking into a Superpower

Medical technology sits at the intersection of health, engineering & innovation. From imaging & diagnostics to digital health apps, wearables & surgical robotics, medtech is about solving complex real-world problems that directly affect patients’ lives. To do that well, the sector needs people who think differently. If you live with ADHD, autism or dyslexia, you may have been told your brain is “too distracted”, “too literal” or “too disorganised” for a regulated, safety-critical industry. In reality, many traits that made school or previous jobs difficult can be huge strengths in medical technology – from pattern-spotting in clinical data to meticulous attention to detail in device testing. This guide is for neurodivergent job seekers exploring medical technology careers in the UK. We’ll cover: What neurodiversity means in a medtech context How ADHD, autism & dyslexia strengths map to common medtech roles Practical workplace adjustments you can ask for under UK law How to talk about your neurodivergence in applications & interviews By the end, you’ll have a clearer sense of where you might thrive in medical technology – & how to turn “different thinking” into a genuine superpower.

Medical Technology Hiring Trends 2026: What to Watch Out For (For Job Seekers & Recruiters)

As we move into 2026, the medical technology (MedTech) jobs market in the UK is changing fast. Hospitals and health systems are under pressure to do more with less. Diagnostics and devices are becoming smarter, more connected and more regulated. AI, robotics and remote monitoring are no longer “future tech” – they’re being built into mainstream care pathways. At the same time, budgets are tight, funding cycles are uneven and some healthtech start-ups are consolidating or being acquired. That means fewer vague “innovation” roles and more focus on medical technology jobs that directly support regulatory approval, patient safety, NHS adoption and commercial growth. Whether you are a MedTech job seeker planning your next move, or a recruiter building teams for medical device, diagnostics or digital health companies, this guide breaks down the key medical technology hiring trends for 2026.

Medical Technology Recruitment Trends 2025 (UK): What Job Seekers Need To Know About Today’s Hiring Process

Summary: UK medical technology hiring has shifted from title‑led CV screens to capability‑driven assessments that emphasise regulatory‑aware product delivery (QMS, ISO 13485), software lifecycle & risk (IEC 62304/14971), usability (IEC 62366), clinical & regulatory strategy (MDR/UKCA), device cyber security & privacy, and measurable patient/clinical and commercial impact. This guide explains what’s changed, what to expect in interviews & how to prepare—especially for SaMD engineers, AI/ML in medical devices, product & quality engineers, regulatory/clinical affairs specialists, validation/verification, manufacturing/operations, and digital health roles. Who this is for: Software/firmware engineers in medtech, SaMD/AI engineers, systems & verification engineers, quality & regulatory affairs (QARA), clinical evaluation/PMCF specialists, human factors engineers, medical device cyber security & privacy, test/validation, manufacturing & operations, field/service engineers, and medtech product managers in the UK.