EF Healthcare Logistics – Engineered Healthcare Logistics
Position Summary
The Senior Customer Care Manager is a key client-facing leadership role within EF Healthcare Logistics, responsible for ensuring the highest standards of service delivery, communication, issue resolution, and customer experience across specialist healthcare logistics operations.
This role will support high-value healthcare clients across clinical trials, pharmaceutical, biotech, temperature-controlled, and time-critical logistics services. The position requires a strong understanding of operational execution, customer care standards, proactive communication, and the importance of patient-first logistics.
The Senior Customer Care Manager will act as a senior point of contact for clients, ensuring shipments are managed with precision, exceptions are escalated effectively, and service levels are consistently delivered. The role will also support internal teams by driving process discipline, improving customer communication standards, and ensuring client expectations are clearly understood and met.
This is not a full regional director or P&L ownership role, but it is a senior management position requiring maturity, accountability, strong client handling skills, and the ability to operate confidently in a fast-moving healthcare logistics environment.
Key Responsibilities
- Act as a senior customer care lead for key healthcare clients, ensuring a professional, proactive, and consistent client experience.
- Oversee day-to-day customer care activity for assigned clients, shipments, projects, or service lanes.
- Ensure customer communications are timely, accurate, clear, and aligned with EF Healthcare’s patient-first service standards.
- Support the management of specialist healthcare shipments, including temperature-controlled, time-critical, clinical trial, pharmaceutical, and high-value consignments.
- Work closely with operations, control tower, network, quality, and commercial teams to ensure client requirements are understood and delivered.
- Monitor service performance, shipment milestones, exceptions, and escalations to ensure issues are identified and resolved quickly.
- Lead or support client escalation management, ensuring urgent matters are handled with ownership, urgency, and clear communication.
- Support the onboarding of new clients, including service set-up, communication flows, SOP alignment, reporting expectations, and operational readiness.
- Contribute to the preparation and maintenance of client-specific SOPs, work instructions, service profiles, and escalation matrices.
- Support KPI reporting, service reviews, client performance updates, and continuous improvement actions.
- Identify recurring service issues and work with internal stakeholders to improve processes, communication, and operational performance.
- Maintain a strong understanding of client expectations, shipment sensitivities, and healthcare logistics requirements.
- Support the wider customer care team with coaching, guidance, workload prioritisation, and best-practice communication.
- Ensure all customer care activities are delivered in line with GDP, quality, compliance, and internal EF Healthcare procedures.
- Promote a culture of ownership, accuracy, responsiveness, and patient-focused service delivery.
Leadership & Management Scope
- Senior point of contact for assigned healthcare clients and internal stakeholders.
- Day-to-day guidance and support for customer care coordinators or operational support staff where required.
- Ownership of customer communication standards for assigned accounts or service areas.
- Support for client onboarding, service implementation, and continuous improvement activity.
- Escalation management for urgent, sensitive, or high-impact healthcare shipments.
- Collaboration with operations, commercial, quality, network, and technology teams.
- Contribution to client reporting, service reviews, and internal performance meetings.
Qualifications & Experience
- 7+ years’ experience in customer care, operations, account support, or client service within logistics, healthcare logistics, clinical trial logistics, express, time-critical, or specialist courier environments.
- Experience working with pharmaceutical, biotech, clinical trial, healthcare, or high-value time-critical clients is strongly preferred.
- Strong understanding of customer service excellence within complex logistics operations.
- Experience managing shipment exceptions, urgent escalations, and client communications in a time-sensitive environment.
- Knowledge of temperature-controlled logistics, GDP, clinical trial supply chains, or specialist healthcare transport would be highly advantageous.
- Proven ability to support client onboarding, SOP implementation, KPI reporting, and service improvement activity.
- Strong communication skills with the ability to interact confidently with clients, internal teams, suppliers, and senior stakeholders.
- Experience supporting or guiding customer care teams would be beneficial.
- Comfortable working in a fast-paced environment where accuracy, urgency, and accountability are essential.
Core Competencies
- Customer-centric service delivery
- Healthcare logistics awareness
- Clear and proactive communication
- Escalation management
- Operational ownership
- Attention to detail
- KPI and service performance focus
- Problem solving and decision making
- Cross-functional collaboration
- Process discipline
- Client relationship management
- Continuous improvement
Personal Attributes
- Calm, professional, and composed under pressure.
- Highly organised with strong follow-through.
- Takes ownership rather than simply passing issues on.
- Understands that healthcare logistics is never “just a shipment”.
- Able to balance urgency with accuracy and compliance.
- Strong team player with a positive, solutions-focused mindset.
- Comfortable dealing with sensitive, high-value, and patient-impacting shipments.
- Builds trust through consistency, reliability, and clear communication.
Role Purpose
The purpose of this role is to ensure that EF Healthcare clients receive a consistently high standard of care, communication, and operational support. The Senior Customer Care Manager will help protect service quality, strengthen client confidence, and support EF Healthcare’s ambition to build a specialist logistics business recognised for precision, control, and people who know what they are doing.
Success Measures
- High client satisfaction and positive service feedback.
- Timely and accurate customer communications.
- Effective management of shipment exceptions and escalations.
- Strong adherence to client SOPs and agreed service processes.
- Improved consistency across customer care activity.
- Clear contribution to service reviews, KPI reporting, and continuous improvement.
- Strong working relationships with operations, quality, commercial, and network teams.
- Demonstrable ownership of client issues through to resolution.