About us
iM Med is a UK medical decontamination business supplying capital equipment, technical service, chemistry and consumables to NHS trusts across the UK. We operate as NHS distributor for SteelcoBelimed (part of the Miele Group), and we're growing fast. We're a close-knit team that takes our work, and our customers, seriously.
The role
We're looking for an experienced Customer Service Lead to be the voice of iM Med to our NHS and private customers. You'll own the proactive and reactive communication that sits between our customers and our service and technical teams. Every working day is busy: calls, complaints,
updates, escalations. And every day matters, because the equipment we look after keeps NHS surgical lists running.
What you'll be doing
- Owning customer communication on all service and technical matters.
- Handling complaints from first contact through to full resolution.
- Keeping NHS trusts updated proactively on planned work, parts, engineer visits and case progress.
- Working hand-in-glove with our field engineers, service leadership and quality team.
- Recording everything cleanly in our field service system so nothing falls through the cracks.
- Reporting weekly to the senior leadership team on open cases and customer feedback.
What we need from you
- Proven customer service leadership experience in a technical, medical or service-led B2B business.
- Genuinely strong written and verbal communication.
- Complaint handling experience you can talk us through at interview.
- Detail-oriented, organised, and able to keep your head when things are moving fast.
- Proactive by nature: you spot issues before customers raise them.
- A natural at building rapport, even with people you've never met in person.
Helpful but not essential
- NHS, medical devices, decontamination or sterile services background.
- ISO 13485 or QMS exposure.
- FieldMotion or similar field service platform experience.
What we offer
A busy, fast-moving, highly collaborative environment with a senior team that genuinely backs its people. This is a role with visibility, ownership, and a real chance to shape how iM Med looks after its NHS customers. The right person will find it demanding, rewarding and enjoyable in equal measure.
How to apply
Please apply through Indeed with your CV and a short covering note explaining why this role interests you.
Pay: £24,420.00-£48,640.16 per year
Benefits:
- Company pension
- On-site parking
- Private medical insurance
Work Location: Hybrid remote in Cambridge CB25 9QP
