Company Overview
Help Us Deliver Technology That Changes Lives
At Odstock Medical Ltd. (OML), we are not just a healthcare company we are a Medical Technology organisation creating solutions that improve people's lives.
As the UK's leading Functional Electrical Stimulation (FES) provider, we combine clinical expertise, engineering capability, digital innovation and NHS heritage to design, manufacture and deliver life-changing technology for people living with neurological conditions.
Our products help thousands of people improve their mobility, independence and quality of life across the UK and internationally. Every member of our team plays an important role in delivering that mission.
We are entering an exciting period of growth and transformation, creating opportunities for talented people who want to build long-term careers within a forward-thinking MedTech organisation.
If you enjoy solving problems, leading people, improving processes and delivering exceptional customer experiences, this role offers an outstanding opportunity to develop into an Operations Management career.
The Opportunity
Customer Service Team Leader (Trainee Manager)
Department: Operations
Reporting to: Operations Manager
Location: Salisbury, Wiltshire (Office Based)
Employment Type: Full Time
Salary: £29,000 - £40,000 (depending on experience).
We are looking for an ambitious and highly organised Customer Service Team Leader (Trainee Manager) to join our Operations Team.
Reporting directly to the Operations Manager, you will provide day-to-day leadership to a small customer service function, supporting two office-based Customer Service Advisors and two remote colleagues working from home.
This is much more than a traditional customer service position.
You will become an integral part of the Operations leadership team, developing your management capability whilst helping to improve customer experience, operational performance, service delivery and business processes across a growing medical technology company.
The successful candidate will receive mentoring, coaching and structured development to prepare them for future leadership opportunities within OML.
Key Purpose of the Role
As Customer Service Team Leader you will:
· Lead a high-performing customer service team delivering exceptional support to clinicians, patients, healthcare professionals and commercial customers.
· Inspire a culture of professionalism, ownership, collaboration and continuous improvement.
· Support the Operations Manager in developing efficient operational processes that enhance customer experience.
· Ensure customer enquiries are managed professionally from first contact through to successful resolution.
· Drive service excellence through effective KPI management and performance monitoring.
· Coordinate the preparation, dispatch and distribution of medical technology products throughout the UK and internationally.
· Maintain accurate inventory and stock control using Orderwise and other business systems.
· Support continuous improvement initiatives, SOP development and digital transformation projects.
· Develop the confidence, leadership capability and operational experience required to progress into future management positions.
Key Responsibilities
Customer Service Leadership
· Provide daily leadership, coaching and support to a small Customer Service Team.
· Create a positive, collaborative and high-performance working environment.
· Assist with workload planning, prioritisation and resource allocation.
· Support onboarding and ongoing development of team members.
· Monitor individual and team performance against agreed KPIs.
· Identify opportunities to improve customer satisfaction and operational efficiency.
· Escalate complex customer matters where appropriate.
Customer Experience
· Deliver an outstanding customer experience across every interaction.
· Respond professionally to enquiries from patients, clinicians, NHS organisations, distributors and commercial customers.
· Manage customer quotations, orders, product enquiries and after-sales support.
· Ensure all enquiries are accurately recorded and completed within agreed service levels.
· Build long-term relationships based on professionalism, responsiveness and trust.
Operations & Order Management
· Coordinate the preparation and dispatch of Functional Electrical Stimulation (FES) products.
· Ensure equipment is accurately assembled, quality checked, packaged and distributed.
· Prepare equipment for outpatient clinics, commercial sales, clinical training and international customers.
· Produce delivery documentation and shipping paperwork.
· Liaise with courier providers to ensure timely delivery.
Stock & Inventory Management
· Maintain accurate stock records using Orderwise and associated systems.
· Monitor inventory levels to ensure continuity of supply.
· Assist with stock forecasting and replenishment planning.
· Help prevent stock shortages, obsolescence and expired inventory.
· Support regular stock audits and inventory accuracy.
Operational Excellence
· Support the development and implementation of Standard Operating Procedures (SOPs).
· Identify opportunities to improve workflows and customer service processes.
· Assist in implementing new operational systems and digital improvements.
· Maintain accurate operational records in accordance with regulatory requirements.
· Work collaboratively across Operations, Clinical, Engineering, Finance and Quality teams.
Compliance & Quality
· Ensure all activities comply with company procedures and quality management systems.
· Support compliance with medical device regulations and internal quality standards.
· Maintain accurate documentation and traceability of products.
· Promote a culture of continuous improvement and operational excellence.
Leadership Responsibilities
You will have responsibility for the day-to-day supervision of:
· Two office-based Customer Service Advisors
· Two remote Customer Service Advisors
Working alongside the Operations Manager, you will:
· Motivate and develop the team.
· Support performance management.
· Encourage collaboration between office and remote colleagues.
· Help build a positive and engaging team culture.
· Lead by example through professionalism, accountability and excellent customer service.
What We're Looking For
We are looking for someone who enjoys taking ownership, solving problems and continuously improving how things are done.
You will thrive if you are naturally organised, enjoy working in a fast-paced environment and have the confidence to support others whilst continuing to develop your own leadership skills.
Essential Skills & Experience
· Previous experience within Customer Service, Operations or Service Delivery.
· Experience supervising, mentoring or leading colleagues.
· Excellent communication and interpersonal skills.
· Strong organisational and time management abilities.
· Ability to prioritise multiple tasks effectively.
· High attention to detail.
· Strong IT skills including Microsoft Office, particularly Excel.
· Experience using CRM, ERP or stock management systems (Orderwise experience advantageous).
· Confidence working with KPIs and performance measures.
· A proactive approach to problem solving.
· Ability to build positive working relationships across departments.
· Professional, positive and customer-focused attitude.
Desirable Experience
· Experience within Medical Technology, Healthcare, Manufacturing, Engineering or another regulated industry.
· Experience exporting products internationally.
· Knowledge of inventory management.
· Understanding of VAT and international shipping documentation.
· Experience working within Quality Management Systems.
· Understanding of ISO standards or regulated environments.
· Knowledge of Functional Electrical Stimulation (training provided).
Personal Attributes
The successful candidate will demonstrate:
- Natural leadership potential
- Professionalism
- Initiative
- Curiosity and willingness to learn
- Positive attitude
- Emotional intelligence
- Accountability
- Adaptability
- Excellent problem-solving ability
- High personal standards
- Strong attention to detail
- Commitment to continuous improvement
Applicants must have the right to live and work in the UK.
Career Development
This position has been designed as a leadership development opportunity.
You will work closely with the Operations Manager, receiving mentoring, coaching and exposure to wider operational responsibilities.
As OML continues to grow, we are committed to developing talented individuals who demonstrate the capability to progress into more senior operational and leadership roles.
Why Join OML?
At OML, you will not simply be joining a customer service team you will become part of an organisation that is changing lives through medical technology.
We offer:
· A meaningful career with real purpose
· Leadership development and mentoring
· Genuine opportunities for progression
· Exposure to a growing MedTech business
· Collaborative and supportive culture
· Modern working environment
· Continuous learning and development
· Opportunity to contribute to innovation and operational excellence
· The chance to make a real difference to patients across the UK and internationally
· Relocation assistance may be available following the successful completion of the probationary period.
Working Conditions
· Office-based role with occasional light lifting.
· Some visits to the Stores Department may be required.
· Occasional support for company events, exhibitions or training activities.
Equality, Diversity & Inclusion
OML is committed to creating an inclusive workplace where everyone is treated with dignity, fairness and respect. We welcome applications from all suitably qualified candidates and are committed to ensuring equality of opportunity throughout our recruitment and employment practices.
Please note: This job description is intended to outline the general duties and responsibilities of the role. It is not intended to be exhaustive and may be amended from time to time to meet the changing needs of the business. It does not form part of any contract of employment.
Pay: £29,000.00-£40,000.00 per year
Benefits:
- Company pension
- On-site parking
- Sick pay
Application question(s):
- Please confirm that you have the right to live and work in the UK.
Work Location: In person
