Customer Service Manager

To manage, develop and motivate the customer services and sample receipt teams in order to provide a high-quality customer experience and service delivery for all Alpha Scientific laboratories. This will include the active management of all incoming calls and e-mails through the customer services team, building positive customer relationships and identifying trends and managing performance to ensure a culture of continuous improvement. OVERALL GOALS AND OBJECTIVES:

• Daily management of the customer service and sample receipt teams ensuring a best-in-class customer experience, notably through excellent reporting TAT's, a rapid follow up on customer queries and complaints, and accurate and timely sample registration
• To ensure that all customer contractual terms are met and be accountable for customer satisfaction, notably through ensuring on time reporting and a rapid follow up on customer queries & complaints, with completion of relevant paperwork
• To generate and approve analytical laboratory reports
• Establish strong relationships with key customers, actively seeking feedback to inform service enhancements.
• Management of logistics for transfer of samples in a timely and efficient manner.
• Ensure adherence to UKAS accreditation quality standard related to customer service and sample receipt operations.
• Apply health and safety as required by the Company and statutory legislation, Manage and respond to customer queries effectively and efficiently within 24 hours.
• Ensure that all customer contractual terms and service level agreements are met
• Maintain reporting TATs to >95%
• Effective recruitment, line management, performance management of staff
• Developing and motivating the customer services and sample receipt teams, to deliver against clear KPI's, fostering a culture of accountability, continuous improvement, and customer satisfaction.
• Monitor and improve team structure and processes to drive efficiency, ensuring the teams are adaptive to continued growth.
• Subcontract and dispatch samples to correct laboratories within required timeframes.
  
  Excellent communication skills, and to be confident when dealing with external bodies. Both verbal and written communication is also essential to interpret and explain technical details in a customer-friendly way.
• Experience of customer service functions and the management of communications with customers including managing client SLA's
• Technical awareness or ability to grasp technical concepts quickly
• IT literate with experience and understanding of LIMS and databases and knowledge of Microsoft Office packages specifically Excel, Word and PowerPoint
• Experience of ISO17025 : UKAS requirements
• To be able to motivate others, work well in a team, with an open, honest and approachable character.
• To be able to work within set targets and goals and be able to manage expectations.
• Results orientated, with a positive, flexible 'can-do' approach attitude.
• Good awareness of health and safety
  
  Here at the Genuit Group we recognise and develop the contribution our people make to the Group's success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.