Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Smith+Nephew is hiring Supervisor, Global Customer Care, International Case Management.

This is an opportunity to shape the experience of our international customers while leading a team that ensures every customer inquiry is managed with care, accuracy and commitment. If you enjoy guiding people, improving processes and creating exceptional service experiences, this role offers you the space to grow and make an impact.

What you will be doing?

In this role you will oversee the daily operations of the International Case Management team, ensuring that customer inquiry move smoothly and efficiently through the process. You will coach your team, collaborate with partners across the business and keep a close eye on performance so that customers receive a consistent and reliable experience.

You can expect to:

• Manage daily case handling activities, ensuring high quality and timely workflow

• Monitor case progress in Salesforce including ageing, categorisation and allocation

• Act as the first point of contact for escalations and urgent customer needs

• Support the team with process questions and operational challenges

• Prepare regular reports, assist with KPIs and support month end activities

• Partner with stakeholders across the business on ad hoc requests and priorities

• Contribute to continuous improvement initiatives that enhance customer experience

• Help plan and support team meetings and calibration sessions

What will you need to be successful?

Success in this role comes from enabling others to perform at their best while keeping operations running smoothly. You will bring confidence as a people leader, along with strong communication and problem solving skills. You will be comfortable analysing data, coordinating priorities and supporting your team through challenges. A genuine commitment to great customer service will be at the heart of everything you do.

• Minimum 2 years of experience as a Supervisor or Team Leader within customer service or an operational environment

• Proven experience in customer service operations, ideally within international support

• English plus Spanish or German at C1 level

• Proficiency in Microsoft Office, Salesforce and SAP

At Smith+Nephew we offer

Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website 

Your Future: annual bonus, life insurance, company stock saving plan 

Work/Life Balance: paid volunteering hours, flexible approach 

Your Wellbeing: private health care with dental care package, multisport card/my benefit platform 

Flexibility: possibility of working in hybrid model 

Training: Hands-On, Team-Customized, subsidies for language classes, certifications and postgraduate studies 

Extra Perks: referral bonus, recognition program, mentoring program 

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