Job Description

Pharmasource & Ostomysource Customer Service Team Lead

Full Time Permanent

CityWest

The Role

The PSOS Customer Service Team Lead is responsible for the day-to-day leadership, coordination, and performance management of the Customer Service Team supporting both Pharmasource and Ostomysource . The role ensures the delivery of a high quality, compliant, and efficient service to customers, sales representatives, and internal stakeholders. This position plays a key role in operational excellence, people development, and continuous improvement across the function.

MAIN DUTIES & RESPONSIBILITIES

• Lead, coach, and support a team of PSOS Customer Service Agents.
• Conduct weekly 1:1s, manage PDPs, and complete mid‑year and end‑year performance reviews.
• Oversee onboarding, induction, and ongoing training.
• Manage staff scheduling, absences, and resource allocation.
• Provide operational holiday cover as required.
• Foster a positive, collaborative, and high‑performance culture.
• Conduct daily morning briefings and set team priorities.
• Support agents with complex calls and manage customer escalations.
• Oversee mapping, allocation requests, call wrap reports, and CRM accuracy.
• Perform weekly backorder reviews and contract pricing checks.
• Monitor KPIs and SLAs to ensure service excellence.
• Conduct call listening, quality audits, and implement best‑practice standards.
• Approve ad‑hoc account set‑ups and manage monthly PRCS updates.
• Ensure timely ticket closure and accurate documentation.

• Ensure all relevant regulatory paperwork is supplied to Uniphar when required

• Comply with all Uniphar GDP processes and procedures and comply with regulations in force relating to supply of EMPs, Ostomy products and medical devices.

• Be aligned with Uniphar Group company strategy and focus including an in-depth knowledge of all relevant Work Instructions and SOP’s

• Oversee the returns process and ensure timely resolution.
• Review and approve Exceptional Return Requests.
• Work closely with Supply Chain, Commercial, Finance, Quality, and IT teams.
• Provide insights and feedback to leadership to support operational decision‑making.
• Identify and recommend process improvements to enhance efficiency and customer experience.
• Monitor and report on key KPIs, including SLA adherence, accuracy, returns processing time, call quality, first‑contact resolution, backorder management, and employee engagement.

• Ensure all customer interactions are properly logged in the Customer Relationship Management (CRM) system. Keep on top of the open tickets and ensuring they are closed out within the SLA.

QUALIFICATION, EXPERIENCE & SKILLS REQUIRED

• Minimum 3 years’ experience in a busy customer service environment

• Previous customer service experience preferably in the pharmaceutical sector

• Pharmacy technician or healthcare background experience

• Previous experience with SAP is a distinct advantage

• It is essential that the candidate be able to provide flexibility to the function. Specifically, this may require extra hours during busy periods.

• Have good IT skills (MS Office, PowerPoint etc.).

• Requires clear diction and a good telephone manner and a commitment to excellent customer service

• Demonstrated ability to support and drive change

COMPETENCIES

• Ability to work on own initiative .

• This role requires a balance of leadership and customer service expertise to ensure high levels of customer satisfaction, supporting a culture of collaboration and open communication within the team.

• Speaks clearly and specifically. Excellent communications skills including verbal, written and presentation

• Communicates in a professional manner and effectively manages customer liaison

• Works well within a team, flexible and willing to share the workload

• Demonstrate ambition and initiative in their work

• Open to change in a fast-moving industry and to new learning

• Be supportive of colleagues in a team environment

• Should adhere to the service values of Uniphar Wholesale

• Ability to learn new business processes and operate training provided on new IT applications

• Ability to work effectively in a team to achieve organisational goals.

• Ability to learn new business processes quickly

How we’d like to work together

Due to the expected key outcomes associated with this role by its nature it will be a role based out of one of our offices across the UK or Ireland. There will be an element of hybrid working available, but this role will also involve travel to our global sites. It is important to note that we do not expect this job to be a ‘9 to 5’ type position. In return for your flexibility, you will be joining an environment that understands how inter-twined work and life have become - and both the benefits and challenges that brings - and therefore offers a flexible, progressive way of supporting it.

If you believe that you meet most of the criteria above, we encourage you to apply. We are an equal opportunities employer and will ensure any reasonable accommodations are implemented as part of the recruitment and selection process.

Uniphar – Who we are

With a workforce of more than 3000 employees spread across Ireland, United Kingdom, Mainland Europe, MENA, and the USA, Uniphar is a trusted global partner to pharma and MedTech manufacturers, working to improve patient access to medicines around the world. Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our highly expert teams. Uniphar is organised into three key divisions: Supply Chain Retail & On Demand, Uniphar Med Tech and Uniphar Pharma.

Click here to find out more: About Us - Who we are | Uniphar

Culture at Uniphar

Uniphar is a combination of many businesses each with its own identity, culture, values, and ways of working. Our overarching culture narrative is inclusive of each of these stores. Uniphar lives and breathes four key pillars which unpin and support our culture.

We have a people first approach - we do the right thing. We support entrepreneurial spirit where adaptability, commitment & resilience is embodied in our way of working. We have a Common Purpose that connects our diversified businesses and people. Finally, Trust is at the heart of how we operate.

Everything Uniphar does is enabled by our people and as we continue to grow domestically and internationally, we become more diverse. This diversity fuels our business and culture.

Sustainability

Sustainability is at the core of what we do and is deeply embedded in our business strategy. We want to contribute positively to the people and the world around us. Running our business in a sustainable way ensures that Uniphar will continue to prosper in the long-term. We are focused on ensuring that each of the five pillars of our sustainability strategy are a fundamental part of our decision-making process.