Posted on 14-August-2026

Meet the Team: Jade Paterson, Head of Customer Service, UK

Original published on 05-Jun-2020. Updated 14-Aug-2026.

This is part of a series of posts where we introduce each member of the Daniels Healthcare team, from across the organisation. We have a compliment of staff members who all live and breathe the ethos of Daniels and you’ll get to meet many of them in this series.

Jade Paterson has been part of the team for more than 12 years, progressing from a Customer Service Representative to Head of Customer Service, UK in 2020. During that time, she has played a key role in shaping and growing the customer service department as the business has expanded.

“When I joined, I was the only person in customer services,” said Jade. “As the business grew, we expanded the team to retain our consistently high-level of customer service. It’s been great to be part of that journey.”

Today, Jade leads a close-knit team, supporting customers across the UK and Republic of Ireland. Together, they manage enquiries for both the healthcare and industrial sectors, which requires an extensive knowledge of a diverse product range and customer requirements.

“We all have our own customers, but we work very much as one team. If someone needs support, everyone is happy to muck-in and help. That’s one of the things I love about the team. Everyone’s approachable and we genuinely enjoy working together.”

Alongside managing the day-to-day operation of the department, Jade works closely with colleagues across sales, logistics and manufacturing to ensure customers receive the most up-to-date information. She also works regularly with customer service managers across Mauser Packaging Solutions’ European sites, sharing best practice and supporting collaboration across the wider business.

“There is always something new to learn. Whether it’s supporting hospitals, industrial customers or distributors, every day is different.”

Over recent years, customer service has continued to evolve. While telephone calls remain important, the majority of enquiries now arrive via email, alongside requests received through the NHS Supply Chain portal. Common enquiries range from quotations and product information to healthcare waste disposal guidance and order support.

Developing her team is another important part of Jade’s role. Through regular appraisals, ongoing internal training and encouraging personal development, she is committed to creating an environment where colleagues can continue to grow.

“When recruiting, I’m looking for someone who will fit well within the team, has great attention to detail, is approachable and friendly, and is willing to learn. Customer service is about much more than answering queries. Building relationships and understanding our customers is just as important.”

Jade believes the team’s close working relationships are one of its greatest strengths.

“We’re a close-knit team and genuinely enjoy working together. We make time to get together outside of work when we can, and it’s nice because sometimes work is so busy you don’t always get chance to properly catch up during the day.”

Outside of work, life has been just as busy. Jade recently got married, welcomed another child to the family, and moved just five minutes from the office. More recently, she’s taken up running and joined a local running club.

“I never thought I’d enjoy running, but I’ve really got into it. I like keeping fit, but if I’m honest it’s the social side that I enjoy just as much.”