Customer Care Team Leader

Medik8 Limited; Greater London; Hybrid; GBP 35,000; Full time

Job summary

A skincare brand in the UK is seeking an experienced Customer Care Team Leader to manage their in-house team. This hands-on leadership role involves motivating staff, resolving complaints, and improving customer service across various platforms. Candidates should have solid leadership experience, strong communication skills, and a background in customer service, preferably in the skincare industry. The position offers a salary of £35,000, with hybrid working options and various employee benefits including private medical insurance.

Benefits

25 days holiday + bank holidays

Flexible & Hybrid working

Private Medical Insurance + Mental Health support

Employee Assistance Program (EAP)

Annual Performance Bonus

Long Service Awards

75% product discount + Annual Product Allowance

2 Volunteering days per year

Matched Charitable Giving Scheme

Qualifications

• Experience in a Team Leader role in an office-based Customer Service team.
• Strong communication and problem-solving skills.
• Prior experience in the skincare industry is preferred.

Responsibilities

• Lead and motivate a team of Customer Care Executives to achieve SLAs.
• Provide guidance, coaching, and feedback to enhance performance.
• Manage the team rota and holiday requests.

Skills

Leadership

Communication

Problem-solving

Team management

Customer service platform (Gorgias)

Job description

Overview

At Medik8, science is at the heart of everything we do – and that includes how we care for our customers. We are a global clinical skincare brand in an exciting phase of growth, focused on delivering exceptional experiences at every touchpoint.

We’re looking for an experienced Customer Care Team Leader to lead and inspire our UK-based in-house team. Reporting to the UK Customer Care Manager, you’ll help shape a customer-obsessed culture where every interaction reflects our brand values, expertise, and commitment to excellence.

This is a hands-on leadership role for someone who loves developing people, improving processes, and turning customer insight into meaningful change.

Role

As Customer Care Team Leader, you’ll be responsible for the day-to-day leadership of our UK Customer Care team (currently 6 FTE), supporting them to deliver world-class service across Live Chat, Email, Voice, and Social Media. You’ll balance people leadership with operational excellence—from coaching and performance management, to handling escalations and working cross-functionally to resolve customer issues quickly and fairly. To ensure we’re there for our customers when it matters most, this role includes occasional evening shifts (until 7pm) and 1 in 4 weekends, particularly during new product launches and peak trading periods.

Salary: £35,000
Location: UK – Hybrid
Contract: 12 month FTC, Full-time, 37.5 hours per week

Responsibilities

• Lead and motivate a team of Customer Care Executives (currently 6 FTE) to achieve SLAs across Live Chat, Email, Voice & Social Media.
• Provide guidance, coaching and feedback to team members to enhance performance and meet CSAT targets and department KPIs.
• Monitor and evaluate customer responses to drive continuous improvement.
• Review and refine automated responses to maintain accuracy and authentic tone of voice.
• Manage the team rota and holiday requests to guarantee consistent coverage across evenings and weekends.
• Work closely with the UK Warehouse and Logistics teams to investigate and resolve delivery issues quickly, closing the loop for the customer.
• Act as the primary point of escalation for the UK Team, taking ownership of sensitive or customer complaints and resolving them with fairness.
• Analyse customer insights and turn pain points into actionable fixes by partnering with key stakeholders to improve the overall consumer experience.
• Support ongoing training sessions for new and existing team members.

Qualifications & Experience

• Experience in a Team Leader role in an office-based Customer Service team.
• People management experience.
• Strong communication and problem-solving skills.
• Prior experience in the skincare industry is preferred.
• Able to work under pressure while maintaining high standards.
• Be a team player with a proactive attitude.
• Experience with Gorgias or a similar Customer Service Platform is desirable.

About us & Culture

Founded in 2009 by UK scientists and brothers, Medik8 is a British, B Corp™ certified dermatological skincare brand, globally renowned for our age-defying heroes that deliver results without compromise.

Our mission is to simplify the route to great skin through high-quality, efficacious, and trusted products. This is underpinned by our CSA Philosophy® of vitamin C plus sunscreen by day, and vitamin A (retinoids) by night, addressing 90% of anti-ageing skincare needs.

Culture & Benefits

We are committed to sustainability, quality, efficiency, and an unwavering passion for our customers. We value collaboration, integrity, and agility, and we strive to work with diverse talents across the company. We house our operations in-house and push the boundaries of possibility.

• 25 days holiday + bank holidays
• Flexible & Hybrid working
• Private Medical Insurance + Mental Health support
• Employee Assistance Program (EAP)
• Annual Performance Bonus
• Long Service Awards
• 75% product discount + Annual Product Allowance
• Flexible Career opportunities
• Up-skilling support + regular Lunch & Learns
• 2 Volunteering days per year
• Matched Charitable Giving Scheme

Want to do a little more research before you apply? Head over to our main careers page to learn more about the team and our values. You can also find out more about us via LinkedIn, Glassdoor, and Instagram.

At Medik8, we believe that diversity within our workplace drives innovation. We celebrate multiple backgrounds, cultures, approaches, and points of view, and are committed to equal opportunities. Our DE&I ethos informs our recruitment process. The requirements listed in our job descriptions are guidelines, not hard and fast rules, so if you meet 60%+ of the role requirements and are passionate, we want to hear from you.