Overview
We are a well-established, award-winning company, based in Warrington, offering DNA, drugs and alcohol testing services to the legal community, members of the public and companies across the UK and internationally. We are going through an exciting period of growth, and our team now needs to expand and recruit a Case Manager to support our customers in the Legal sector (mainly social workers and Family Law solicitors). This role is to be a single point of contact for our customers throughout their casework journey with Alpha Biolabs. This role is offered on a full-time basis. This role is hybrid working Monday – Friday.
Roles Responsibilities include:
* A single point of contact for specific groups of customers including provision of quotes, chasing quotes, registering cases, organising sample collections, releasing case reports, generating invoices, resolving invoice queries and acting as point of contact for customers for cases or the full lifecycle.
* The Case Manager will report directly to the Customer Service Manager
* The Case Manager will aim to deliver excellence on every interaction both internal and external
* To engage directly with our customers, anticipate or help them to understand their needs and deliver a quality and relevant service within agreed service level agreements.
* To handle any customer complaints at first contact with a "one call" resolution where possible. All complaints should be reported to the Customer Service Manager and if required the Quality team for root cause analysis.
* Ensure compliance with ISO17025 and ISO9001 and all departmental procedures, policies and protocols.
* All interactions, written or verbal, will be professional and courteous with all our customers, internal and external. All case-related interactions are recorded on our casework management system.
* Achieve key performance indicators as set by the Customer Service Manager.
* Attend account meetings and engage with solution led thinking.
Key Skills
* Effective communication both spoken and written.
* Ability to identify own limitations and strengths
* Proactively recognise training needs and request support
* Work within a structured process, understand the demands of the quality management system and adherence to best practice
* Ability to negotiate and respond to the customers' demands
* Deal with situations with empathy yet able to be assertive as appropriate.
* Manage the expectations of the customer and the business
* Outstanding attention to detail and accurate recording of information
* Commercial acumen- able to spot opportunities for to upsell etc and influence the customer as appropriate
* Very organised, able to plan and deliver and multi-task, meeting targets and deadlines
* Able to keep calm under pressure
* Whilst taking responsibility for a specific group of customer, must also be able to work as part of a team to cover absences, colleagues' peaks in demand, etc.
* An understanding of external and internal customers
* IT literate.
Benefits:
· Company pension
· Cycle to work scheme
· Enhanced maternity leave
· Enhanced paternity leave
· Free, on-site parking
· Health & wellbeing programme
· Life insurance
· Enhanced sick pay
· Bereavement leave
· Hybrid (2-3 days from home per week, following initial training which will be on site)
Job Types: Full-time, Permanent
Pay: From £26,000.00 per year
Benefits:
* Bereavement leave
* Casual dress
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Sick pay
* Work from home
Work Location: Hybrid remote in Cheshire WA5 8WD