Job Title: Procurement Helpdesk Leader

Function: Commercial

Location: Hybrid working

Contract type : Permanent

Salary: £31,818 per annum with the opportunity to increase to £35,354 per annum by year 3

Closing Date: 31st October 2025

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.

What can we offer you?

We want to reward you for your passion, enthusiasm, and hard work so we offer much more than a competitive salary:

• 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.

What skills will help you thrive in this role?

• 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.

Want to develop your career with the NHS Supply Chain? Then apply below or reach out for an informal discussion about the role in confidence by emailing us at Careers@supplychain.nhs.uk

Our Inclusive Commitment

At NHS Supply Chain, we are committed to building an inclusive environment where difference is not only valued, but celebrated, giving everyone the opportunity to thrive in their career. Developing our people is key to our success, so if this role sounds like the right next step in your career but your experience doesn't match perfectly with the job advert, we encourage you to still apply.

Struggling to complete our application form, and require additional support? Reach out to our Talent Acquisition team at careers@supplychain.nhs.uk who will be happy to help you with alternative ways to apply.

We reserve the right to close any vacancy from further submissions when we have received sufficient applications from which to make a shortlist. Please apply without delay if you wish to be considered for this role.

SCCL is a company Registered in England and Wales, with company number 10881715, to act as the management function of the NHS Supply Chain.