Johnson & Johnson Careers

Customer Service Lead Nordics

Sunbury on Thames, United Kingdom
Customer Service

Job Description

Requisition ID: 1805627676W


Customer Service Lead Nordics

Based:  Sunbury on Thames

A little travel will be involved with this role.  Possibly 2 or 3 times a year for a commercial meeting in one of our Nordic countries.

Are you ready for that next step in your career and want to take the opportunity to become part of the success story behind one of the world’s most comprehensive and broadly based manufacturer of health care products and related services?

Vision Care, the contact lens division of Johnson & Johnson, is well established as the world-leading manufacturer of contact lenses and continues to experience rapid growth. This progressive and innovative company includes among its’ brands the No 1 selling brand of lenses, Acuvue®, which is distributed in over 70 countries worldwide.

At Johnson & Johnson, a continuing focus on being agile, efficient and effective for the future is at the heart of what we do.  We have an amazing opportunity for a Customer Service Lead.  This role is ideal for someone who has strong customer service experience and wants to develop their management career.

What you’re great at: 


You will be a strong leader who is naturally motivational and can lead the team to build on their successes and ensure optimum performance.  Of course you will be very analytical with great attention to detail but you will also be able to interpret the data to ensure continuous improvement.

Although managing the team is the critical part to this role, you will also have a technical element to this role.  Where you will be responsible for the maintenance of the highly automated system.

You will make this a success by using your strong interpersonal skills to work with our commercial team.  You will welcome and even seek out challenging situations as an opportunity to grow, something that will be recognized by the appreciative and rewarding working environment within Johnson & Johnson.


As a Customer Service Lead, your typical day may include: 

Motivate and coach a team of CSRs to meet and exceed targets, objectives and service level agreements

• Establish and gain commitment to clear and realistic performance targets linked to Vision Cares business plan via monthly 1:1’s

• Conduct training, assessments and call monitoring and provide constructive feedback to CSRs.

• Complaints Handling: resolve escalated customer complaints related to orders, products, medical issues, policies and other business activities

• Maintain comprehensive product, system, commercial knowledge and soft skills, within the team of CSRs, to manage the customer relationship


You will have solid customer service experience, ideally from a large company. However, the key to this role is having exceptional team management skills with ability to work closely with our commercial team.

You will be analytical with sound judgment and decision making and in turn then able to be a great problem solver. It would be a distinct advantage should you be able to communicate in various languages, such as Swedish, Danish or Finish.

You will also have:

Ability to manage, motivate and effectively communicate with team members
High degree of customer focus
Excellent communication skills, both verbal and written
Able to work well under pressure
Excellent organisational skills

Coaching experience would be desirable as you will have a great opportunity to be fully trained as an Institute of customer service assessor for our internal ICS programme.  This is aimed at assessing our ICS practitioners through our very robust ICS programme. 

In return for all this great work, you’ll own and you’ll grow by: 

As you progress in your career there will be opportunities for an increasing level of responsibility and expand your knowledge of the business.  We continue to strive to bring in the best talent and help springboard their career desires
Continual person development whilst being financially rewarded with outstanding benefits and package
It’s an exciting time to be joining our dynamic team, you will be part of a team supporting our many patients across the world.

What we’re about: 
We are passionate about our work, and play vital roles across a range of professional disciplines caring deeply about our customers and communities. At Johnson & Johnson our culture enables dynamic and influential careers. We are
Committed to caring 
Responsible to our communities 
Ready to apply our knowledge and know-how 
Unique in our background and experiences 
The drivers of our own success 
Passionate about doing what’s right
Make a unique mark in your career
Closing Date:  25th February 2018

If you decide to apply for the position, any personal data which you provide shall be processed by Johnson & Johnson. Your personal data shall be processed for the purposes of recruitment, recruitment policy and selection.

We respectfully request Government Officials to identify themselves as such on application; for the purposes of the Foreign Corrupt Practices Act


Primary Location
United Kingdom-England-Sunbury on Thames
Johnson & Johnson Medical Ltd. - fka -Ethicon Ltd. (7355)
Job Function
Customer Service
Requisition ID