Change Management & Continuous Improvement

• Act as a positive advocate for change, helping team members understand the purpose, impact, and benefits of new initiatives.
• Lead and support the team through changes to systems, processes, structures, and ways of working.
• Communicate change clearly and consistently while listening to concerns and supporting colleagues through periods of transition.
• Identify opportunities to simplify processes, remove inefficiencies, and improve both the customer and employee experience.
• Encourage team members to contribute ideas and take an active role in continuous improvement.
• Support the implementation and adoption of new processes, technologies, and working practices.
• Monitor the effectiveness of changes and provide constructive feedback to project teams and stakeholders.

Stakeholder Management & Collaboration

• Build strong and effective working relationships with key stakeholders across Oxoid Remel Microbiology.
• Collaborate with other teams and functions to resolve customer issues and improve end-to-end processes.
• Represent Customer Care in meetings, projects, and cross-functional initiatives where appropriate.
• Communicate operational challenges, customer insights, risks, and opportunities clearly to relevant stakeholders.
• Influence stakeholders constructively and professionally, particularly when competing priorities exist.
• Act as an escalation point for internal stakeholders and ensure issues are progressed through resolution.
• Develop a strong understanding of upstream and downstream processes and how Customer Care contributes to the wider customer journey.

Performance Management & Reporting

• Track and manage individual and team performance against agreed objectives and KPIs.
• Use data to identify trends, root causes, and areas requiring intervention.
• Develop and implement appropriate improvement actions where performance is below expectations.
• Provide clear updates to management regarding team performance, challenges, risks, and achievements.
• Ensure performance conversations are consistent, evidence-based, and focused on both accountability and development.

Essential Skills & Experience

• Demonstrated experience in a people management or team leadership role, ideally within Customer Care, Customer Service, Customer Experience, or a similar operational environment.
• Proven experience managing, coaching, and developing individuals and teams.
• Experience managing performance and conducting effective, constructive performance conversations.
• Demonstrated experience successfully supporting or leading teams through organisational, operational, or process change.
• Strong stakeholder-management skills with experience working across different functions and organisational levels.
• Excellent written and verbal communication skills.
• Strong customer focus with the ability to understand customer needs while balancing business requirements.
• Ability to analyse information and performance data and translate findings into practical actions.
• Strong problem-solving and decision-making capabilities.
• Ability to effectively prioritise and remain calm and organised in a fast-paced environment.
• Comfortable managing difficult conversations, escalations, and competing priorities.
• Collaborative leadership style with the ability to build trust, engagement, and accountability.

What Success Looks Like

Success in this role will be demonstrated through:

• A highly engaged, capable, and accountable Customer Care team.
• Consistent achievement of customer service, quality, and operational KPIs.
• Strong individual performance supported by effective coaching and development.
• Successful adoption of organisational and process changes.
• Reduced customer escalations and effective resolution of complex issues.
• Strong relationships and collaboration with key internal stakeholders.
• Identification and delivery of meaningful continuous improvement opportunities.
• Positive feedback from customers, colleagues, and stakeholders.
• A culture of ownership, development, teamwork, and continuous improvement.

Join Us

This is an exciting time to join us as we continue to build on more than 100 years of microbiology excellence. With a broad portfolio of instruments, services, and global resources, we’re steadfast in our commitment to helping you succeed. Together, we can cultivate a thriving microbiology culture that supports you today, tomorrow, and for life.

Oxoid Remel Microbiology, acquired from Thermo Fisher Scientific, is now under the ownership of Astorg, a leading private equity firm with deep healthcare sector expertise and a proven track record in diagnostics.

With the continuity of trusted brands, established expertise, and a long-standing reputation in microbiology, we’re looking for talented people to join us as we enter our next chapter of growth.

Come and be part of what’s next for our company.