We have an exciting opportunity for a Customer Service Manager to join our existing team at Head Office in Leeds.
The successful candidate will need to have a minimum of 2 years’ experience managing a customer service team withing a manufacturing environment. Ensuring the team deliver an excellent and efficient service to all customers – both internal and external.
The Role:
This role will oversee team performance, drive continuous improvement, and ensure the delivery of an efficient, high-quality service to both internal and external customers. Acting as the face of Customer Service for Clinical Services support, the successful candidate will build strong cross-functional relationships across Production, Procurement, Logistics, Sales, and Clinical teams to ensure seamless communication and rapid resolution of queries and complaints.
Responsibilities:
- Manage, mentor and coach the Customer Service Team (through the Team Leaders) to ensure that team members have regular appraisals.
- identify training needs, manage performance improvements and ensure all training is completed
- create processes which enable efficient communication between Customer Service and Production, Procurement and Logistics of important information
- develop and build relationships between Customer Service and the wider business, including Clinical Services and Sales
- represent the Customer Service department at required business meetings
- Any other duties as required for this position.
What we are looking for:
- Effective communication and time-management skills are essential.
- A degree or HND in Management (or similar), or a background in the healthcare sector are desirable with strong literacy and numeracy skills.
- Previous experience with process improvement, prioritisation, and organisational abilities to develop and provide business reports.
- Data-driven mindset with experience using and creating KPI’s
- Experience supporting ISO 9001 or regulated manufacturing environments
- Experience with RCA tools & CAPA processes
- Experience working cross-functionally with production, quality, engineering, and logistics to resolve complaints and queries quickly and efficiently.
What we offer in return:
- Competitive salary
- Incremental holiday allowance (rising with service)
- Free parking
- Car allowance or company vehicle
- Canteen onsite
- Employee discount platform
- Employee Assistance Programs
- Qualification support
- Flexible working
- Refer a friend incentive
- Cycle2work scheme
- Subscription and registration fees paid e.g. HCPC
- Continuous professional development plans with internal and external training and courses available
