Job Description
Unfortunately, we are unable to offer visa sponsorship for this role.
Working hours are Monday - Friday, 09:00 - 17:00
As Client Services Manager you will act as an interface for the customer and help to drive customer retention through superior service offering.
You will take responsibility for all customer quoting enquiries and lead team of customer service representatives to quickly, calmly and confidently address customer issues regarding service and delivery.
Job Responsibilities
* Manage all customer contact touch-points (email, phone etc) and ensure single point of contact created for all customers.
* To carry out regular client reviews, to monitor client utilisation including spend and payment performance.
* Conduct regular 1-2-1s with direct reports.
* Work closely with sales and marketing teams, providing customer feedback & trends to help determine future sales and marketing campaigns to support business growth.
* To produce and monitor KPIs relating to customer service.
* To prepare and update quotations for existing customers.
* To assist with sales and identification of customers’ needs and recommendation of testing requirements
* To manage all client services documentation and ensure they are up to date.
* To participate in effective communication on quality issues, compliments and complaints in line with ISO 15189.
* Help on-board customers and work with Laboratory Manager and IT team to achieve this.
* Conduct pricing reviews and updating the pricing for customers.
* Oversee all aspect of customer service experience to create and improve standard operating procedures (SOPs) to ensure quality customer service.
* To follow up on sample status, reporting and interpretation of results.
Qualifications
* Experience in managing team of client facing support staff.
* Understanding of CRM and client management systems.
* Effective communication skills both written and oral
* Excellent leadership and interpersonal skills
* High level of attention to detail
* To be able to communicate highly technical material to different levels within the business and to gain the confidence of the client.
* Ability to delegate tasks to staff.
Benefits
* Enhanced Annual Leave Entitlement
* Company Pension Plan
* Life Assurance Scheme (4 times annual salary)
* Enhanced Maternity, Adoption and Paternity Schemes
* Employee Assistance Programme – 24/7 confidential
* Health Cash Plan
* Health and Wellbeing Programmes
* Free parking
* Worldwide career opportunities
Weembracediversity! Eurofins network of companies believe in strength and innovation through diversity, being anEqual Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.
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