Customer Service Manager

The Spine Corporation, OPSB \| Chesterfield, UK \| Full\-time

The Spine Corporation is a leading medical device innovator working closely with NHS trusts and the University of Sheffield to transform treatment for children with scoliosis. Now part of the OrthoPediatrics Specialty Bracing organisation, we are entering an exciting phase of expansion – strengthening our UK operations and scaling our impact.

We are seeking an experienced, confident and proactive Customer Service Manager to take ownership of the customer\-facing and business\-support functions within Spine Corporation.

This is a senior, hands\-on management position for someone who enjoys responsibility, builds strong relationships and gets things done. You will lead the customer service function while also taking responsibility for a range of wider business\-support activities, including contracts, routine people administration, marketing coordination and business administration.

The successful candidate will become a key management presence within the Chesterfield business, working closely with the Operations Director and wider management team to ensure customers and external stakeholders receive a consistently high level of service and that business\-support activities are managed effectively.

About the Role

You will take ownership of the customer journey and customer service function, ensuring that customers, clinicians, NHS trusts, distributors and other stakeholders receive a responsive, professional and consistent service.

You will lead and support the customer\-facing and business\-support team, coordinate customer and distributor contracts, oversee business administration and take responsibility for ensuring that customer and business\-support issues are followed through to resolution.

The role will also support routine people administration, marketing coordination and wider business\-support activities, providing a strong management presence on site and helping ensure that agreed priorities are delivered.

The role has a clear focus on customers, people, contracts and business support.

Key Responsibilities

• Take overall ownership of customer service, ensuring enquiries, requests and issues are dealt with promptly and effectively


• Lead and manage the customer service and business\-support team, setting clear expectations and maintaining accountability


• Build strong and professional relationships with customers, clinicians, NHS trusts and distributors


• Act as a key point of contact for customer and distributor enquiries and issues


• Take ownership of customer complaints and ensure appropriate resolution and follow\-up


• Coordinate and manage customer and distributor contracts, including renewals, documentation and follow\-up


• Ensure customer commitments and agreed actions are tracked and completed


• Coordinate communication between customers, clinicians, customer service, production and senior management


• Own customer\-facing communication when production or other operational issues affect customers, ensuring that customers are kept appropriately informed


• Provide day\-to\-day support for routine people matters, including holiday and time\-off requests, sickness absence, employee queries and general staff administration, working closely with the external HR specialist where more complex or formal HR advice is required


• Coordinate marketing activity and support the implementation of agreed marketing initiatives


• Oversee business administration and ensure records, documentation and correspondence are maintained accurately


• Use SAP and other business systems effectively to support customer service, business administration, records and reporting


• Identify and implement improvements to customer service, communication and business\-support processes


• Provide regular reporting on customer service, contracts, staffing and outstanding customer/business\-support issues


• Act as a visible and consistent management presence on site


• Take ownership of day\-to\-day customer and business\-support issues and resolve them independently wherever appropriate


• Work collaboratively with colleagues across the business to ensure customer requirements and business priorities are effectively delivered

Skills \& Experience

You will ideally have:

• Proven experience in a Customer Service Manager, Customer Experience Manager, Business Support Manager, Office Manager or similar leadership role


• Experience managing and developing a team


• Strong customer\-facing and interpersonal skills


• Confidence dealing directly with customers, clinicians, NHS organisations and external stakeholders


• Strong organisational and administrative skills


• Excellent written and verbal communication skills


• The ability to manage multiple priorities and follow actions through to completion


• Confidence handling difficult or sensitive customer and people\-related situations


• Good commercial awareness and experience dealing with contracts or customer agreements


• Experience supporting routine HR or people processes


• A proactive approach – able to identify what needs doing without waiting to be asked


• Strong IT skills, including Microsoft Office and business systems such as SAP


• Good judgement, discretion and the ability to handle confidential information

Experience within healthcare, medical devices, pharmaceuticals, manufacturing or another regulated environment would be advantageous but is not essential.

Personal Attributes

Confident, organised, approachable and commercially aware.

You will naturally take ownership, build relationships and look for solutions. You will be comfortable having difficult conversations when necessary and will not allow issues to sit unresolved.

You will be someone who brings structure and accountability to customer service and business\-support activities while maintaining a positive and professional approach with customers and colleagues.

What Success Looks Like

Within the first 6–12 months, you will have established a well\-managed and accountable customer service function, with clear ownership of customer relationships, contracts and customer issues.

You will have built strong relationships across the organisation and with key external stakeholders, improved communication and follow\-through, and established effective people administration and business\-support processes.

Most importantly, you will have established clear ownership and accountability across the customer\-facing and business\-support functions of Spine Corporation, providing a strong foundation for the company's continued growth.

Package

• Salary: Negotiable, dependent on experience


• 25 days annual leave plus statutory holidays


• Company pension contribution


• Full\-time: 37\.5 hours per week

Pay: £31,915\.00\-£34,875\.00 per year

Benefits:

• Casual dress


• Free parking


• On\-site parking

Work Location: In person

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