An exciting opportunity has arisen for a Procurement Helpdesk Leader to join our Commercial team. You will lead a small team of Procurement Associates in delivering a high-quality, responsive, and compliant service for complaint handling and customer enquiries across the commercial directorate. The role ensures operational excellence, manages team performance and supports continuous improvement in with the NHS Supply Chain KPI's Every day you will ...

Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity, or turnaround times.
Providing day to day supervision and coaching of the team, fostering a collaborative, high performing team culture.
Support the development and refinement of complaint handling and enquiry process, contribute to internal reporting on complaint volumes, resolution times and service performance.
Monitor team members use of the QMS system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
Answer the telephone and assist callers or those making a board range of inquiries by email or mail. Directing more complex matters to colleagues as necessary. Initiate contact internal and externally on a regular basis to convey request.
Help manage internal client relationships by supporting others to build effective working relationships.

Experience in customer service or complaints management in a regulated or complex environment.
Proven ability to lead or supervise a small team.
Strong Stakeholder management and communications skills.
High attention to detail and strong organisation skills.
Proficient in Microsoft Office and case management systems
Knowledge of regulatory requirements related to product complaints and recalls.

Hybrid working opportunities, giving you the flexibility to work collaboratively in the office and remotely.
We recognise our employees' hard work and contributions with annual bonus schemes, long service, and VIP colleagues awards.
27 days holiday plus bank holidays, with the option to purchase an additional 5 days.
We are dedicated to your development, through in-house training, support, and access to external qualifications to maximise your potential.
A focus on your well-being offering 1 day of paid well-being leave and free access to the 24/7 Employee Assistance Programme
Generous pension scheme (with us contributing 12% when you contribute 6%)
Access to our Flexible Benefits Scheme, where you can choose from a variety of benefits such as Life Insurance, Critical Illness Cover, Income Protection, Health Cash Plan, Dental Insurance, and additional pension contributions that suit you.
2 days of paid volunteering leave allowing you to give back to your community.
Access to many discounts from the Blue Light Card to NHS Discounts.

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