Chemist4U
Customer Service Team Leader
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Customer Service Team Leader
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.
The 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
- Job type: Permanent
- Working Pattern & Hours: Monday–Friday between 1:00pm–9:30pm, with availability to work one Saturday every four weeks.
- Location: Skelmersdale, WN8
As a Customer Service Team Leader at Chemist4U, you will be responsible for leading, inspiring and motivating a team of customer service advisors to achieve outstanding customer outcomes. Your role will be focused on the services we provide to our customers and patients, demonstrating a proactive approach to achieving objectives and motivating your team to excel. The well-being and duty of care for our employees is of utmost importance therefore you will be integral in ensuring a supportive and positive working environment.
Key Responsibilities
In this role, the Customer Service Team Leader will play a vital part in elevating our customer experience. Your main responsibilities will include:
- Leading a team of advisors to provide exceptional customer service and post-sales support in line with company values
- Empower team members to develop their own decision-making and have a clearly defined pathway for escalations
- 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
- Be visible and approachable and make time for informal conversations with team members
- Be a champion for personal and professional development within your team, providing opportunities for growth and learning
- Conduct regular, structured one-on-one meetings with each team member, discussing wellbeing, performance, progress, and development goals. Ensuring everyone has SMART objectives to work towards
- Make informed decisions to manage patient, customer, business, and colleague outcomes
- Collaborate with the quality assurance analyst to address concerns and improve service
- Foster a culture of continuous learning, encourage your team to embrace new ideas and approaches
- Actively seek fresh ideas from both within the organisation and external sources
- Develop strong effective working relationships with internal stakeholders using feedback mechanisms to improve customer satisfaction
- Work closely as part of the Customer Service leadership team to deliver change to your team effectively
- Maintain up-to-date knowledge of products, services and company relevant regulations
- Keep detailed and accurate records of customer interactions and transactions
- Follow company procedures and all relevant regulatory guidelines.
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About You
You are an experienced customer service professional who is passionate about delivering exceptional patient and customer experiences. You thrive in a fast-paced environment and are confident supporting a team that deals with sensitive, health-related queries. With a natural ability to lead, coach, and motivate others, you bring out the best in your team and ensure that every interaction reflects Chemist4U’s commitment to safe, trusted, and accessible healthcare.
Qualifications & Experience
The ideal candidate will have experience leading a team with a solid track record of working within frameworks and regulations to achieve positive outcomes. The successful Customer Service Team Leader will possess the following skills and experience:
- 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 empathise with patients/customers and colleagues in their times of need.
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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
- Pension scheme
- 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 6th July 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 careers@chemist4u.com
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 careers@chemist4u.com
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