Untitled Job

As a Customer Services Team Leader, you will be responsible to build long-lasting relationships with your allocated clients, delivering exceptional customer service and maximising customer satisfaction, whilst realising the full benefits of our service provisions. In addition, you will work alongside the UK Customer Service Manager to drive the account manager & subcontract teams, ensuring the day to day responsibilities are carried out efficiently. In addition, you will create and maintain a motivating culture within your team.

About the RoleYour key responsibilities will include:

•Communicate effectively with internal departments such as the Laboratory, Logistics, UK Sales, etc., to ensure that all customer objectives are met and all potential sales avenues are discussed.

•Supervise the workload of the account managers to ensure adherence to quality standards, KPI’s, and procedures.

•Provide account managers & subcontract administrators with guidance in handling difficult or complex problems, and in resolving escalated complaints or disputes.

•Implement departmental policies, procedures, and service standards in conjunction with management.

•Assist in the recruitment and development of personnel, including carrying out annual appraisals.

•Focus on continuous improvement of processes and practices to ensure efficiency within the team.

Requirements

Skills and Experience Required

•Previous experience in a customer service, administration and/or sales provision environment is essential.

•Excellent communication skills both written and oral are essential.

•Excellent IT skills and knowledge of Office Suite essential (especially Microsoft Office Excel).

•Proven ability to identify and meet customers’ needs and requirements.

•Self-motivated and team-orientated.

•Ability to work with minimum supervision in a busy and demanding environment.

•Ability to organise your time effectively and perform multi-tasks efficiently and in line with specific timelines.

•Other duties as required, commensurate with the role.

•Willing to travel with occasional overnight stays