ABOUT THE COMPANY Lotus People are thrilled to be working with an organisation that operates at the forefront of the healthcare and pharmaceutical services sector - supporting clinicians and patients through high-quality, compliant and customer-centric solutions. With a strong national presence and growing footprint, they partner closely with medical professionals to deliver specialised products and services that directly impact patient outcomes. Known for their fast-paced, purpose-driven environment, the business combines scientific rigour with commercial agility. Their culture is collaborative, accountable and innovation-focused - where continuous improvement, customer care and teamwork sit at the core of everything they do. ABOUT THE ROLE This is a pivotal leadership role where you’ll drive the performance, efficiency, and evolution of the Business Support function. You’ll lead a capable team, elevate customer experience, and optimise systems and processes across the business. Partnering with key stakeholders, you’ll influence strategy, implement improvements, and ensure seamless operations - making a tangible impact on both customer outcomes and internal success. DUTIES Lead and mentor the Business Support team to deliver exceptional service Drive operational efficiency by improving workflows, systems, and SOPs Manage and resolve complex customer complaints and escalations Develop and implement customer service strategies aligned to business goals Analyse performance metrics and generate actionable insights Champion continuous improvement and lead change initiatives Collaborate cross-functionally with Sales, Operations and other teams Oversee office operations, events, and administrative excellence Support senior leadership with coordination, reporting, and planning SKILLS & EXPERIENCE 3–5 years’ experience in a senior customer service or operations role Proven experience leading teams and driving performance outcomes Strong problem-solving and decision-making capability Excellent communication and stakeholder management skills Experience improving processes, systems, or service delivery BENEFITS Flexible working arrangements - 3 days in office, 2 from home (after initial training period) Employee Assistance Program (EAP) for wellbeing support Health allowance to support your physical wellbeing Collaborative, supportive team culture Regular team events and a vibrant office environment OUR RECRUITMENT PROCESS At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process. Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role. Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering. Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.
