Customer Service Manager

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About Chemist4U
Chemist4U is one of the UK's largest online pharmacies, making medicines, expert advice, and everyday health essentials easier to access than ever. With a fast-growing, innovative team, we deliver trusted pharmacy care straight to our customers' doors.
Join us and be part of a company that's transforming healthcare and making a real difference every day.

Our purpose
Making medication and care faster, simpler and safer so people stay well for longer.

Our mission
Empower everyone to take control of their health by providing world class technology and pharmacy services.

Our values
• Collaboration
• Integrity
• Positivity
• Growth
• Customer centricity

We simplify processes and medication management by leveraging cutting-edge technology and empowering our team. Whether through seamless online services or expert support, we ensure reliable and hassle-free healthcare so our customers can focus on their well-being.

About the role
Reporting to: Head of Customer Service
Job type: Permanent
Salary: Competitive
Working Pattern & Hours: Full-time (37.5 hours), Monday to Friday, with core hours of 8:30am-5:00pm. Flexibility between 8:30am-9:30pm is required to support team coverage, along with a rotating weekend shift.
Location: Onsite (Office located: Lancashire, WN8)

As a Customer Service Manager at Chemist4U, you will be accountable and responsible for leading and delivering a high-performance culture across Customer Care area relating to service, retention and post-sales support, covering all relevant products/services through multiple channels. You will lead and motivate team to achieve high levels of team engagement, operational performance and customer satisfaction in line with the company values.

Key Responsibilities

We're looking for an experienced people leader who can build a positive, engaged team while delivering high standards of customer and patient care. You'll be responsible for the following duties:
• Develop and implement plans to deliver great employee engagement, evidenced through attracting, developing, performance managing and retaining employees
• To plan, train and to initiate the development activities to ensure your department's Team Leaders are efficient and effective to lead and motivate the people in a multi-skilled environment
• Effective management and coaching of Team Leaders to drive business performance and delivery of patient/customer care
• Accountable for the planning and management of the operational resources for the functional area to maximise revenue and minimise the cost to serve and achieve agreed quality of service and regulatory standards
• Accountability for the department achieving the agreed quality outcomes including customer satisfaction, NPS and CSAT scores
• Through MI analysis and voice of the customer feedback, identify and recommend process improvement opportunities/ benefits to enhance the customer experience and deliver business objectives
• To adhere to the policy, procedure and standards for compliance with GPHC and relevant governing bodies
• To prepare management information for the function for the appropriate committee meetings
• To collaborate with key stakeholders across the company to resolve customer/patient queries and agree actions for continuous improvement
• Maintain accurate and up to date employee records, documenting performance plans and coaching, in line with the company requirements
• Have candid conversations and provide constructive feedback, focusing on individual strengths and areas for development, creating a safe space for 360 feedback
• Make informed decisions to manage patient, customer, business, and colleague outcomes, ensuring safeguarding is managed effectively
• Collaborate with the quality assurance analyst to address concerns and improve service
• Develop strong effective working relationships with internal stakeholders using feedback mechanisms to improve customer satisfaction
• Follow company procedures and all relevant regulatory guidelines.

About You
The successful candidate will need to possess the following core competencies to thrive in this role. They will be an effective communicator with strong interpersonal skills, able to adapt their approach for one to one conversations and companywide audiences, while motivating and inspiring colleagues to achieve high engagement.
• Effective communication - strong inter-personal skills with the ability to adapt communication style to multiple audiences, including within one-to-one discussions and companywide meetings
• Pro-active - identify issues or concerns, act and have a continuous improvement mindset
• Motivational - ability to inspire colleagues to do better, recognising and motivating individuals for high engagement
• Organised - ability to organise your tasks to deliver the day-to-day requirements and can adapt to changes, balancing multiple workloads where required
• Analytical - ability to understand the company processes, procedures and solve problems effectively
• Decision making - using judgement to make informed decisions ensuring safeguarding methods are followed
• Delegation - ability to empower your team to deliver tasks effectively and timely
• Empathetic - ability to empathize with patients/customers and colleagues in their times of need.

The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Managers and team may be required to undertake additional duties, responsibilities and projects as appropriate.

Qualifications & Experience

We're looking for an experienced leader with a strong track record in customer service or care, including managing people managers at a senior level. You'll have experience working in a regulated environment and be confident leading teams that deliver excellent service in customer, patient facing or contact centre settings.

Company Benefits
Working with an NHS-focused organisation means doing work that truly matters, every day, you'll help make a real, positive impact on the lives of patients across the UK and Ireland. And that's just the start. We also offer:
• Discounted gym membership
• Funded training
• Enhanced Maternity & Paternity
• 30 days' annual leave, including Christmas Day, Boxing Day, and New Year's Day, with all other bank holidays flexible to take at your convenience
• Health & Wellbeing benefits
• Staff discount
• Sick Pay Scheme
• Blue light card membership is available
• Free seasonal flu vaccination
• Regular social events.

We'd love to hear from you, so please apply as soon as possible. The role is open until Friday 22nd May 2026 but may close earlier if we receive a high number of applications.

We are committed to ensuring an inclusive and accessible recruitment process. If you require any reasonable adjustments at any stage, such as support with your application, interview arrangements, or assessment, please let us know, and we will be happy to help. You can email [email protected]

At Chemist4U (Innox Trading Ltd), we take your privacy seriously. Any personal data you provide during the application process will be used solely for assessing your suitability for the role, communicating with you, and completing necessary recruitment checks. We only share your information with internal hiring teams and trusted third-party partners involved in the recruitment process. Your data will be retained for up to 12 months, unless you ask us to delete it sooner or provide consent for us to keep it on file longer.
For more information about how we handle candidate data or to exercise your rights, please contact [email protected]