Customer Service Team Leader

By joining the Bio-Techne team you will have an impact on future cutting-edge research. Bio-Techne, and all of its brands, provides tools for researchers in Life Sciences and Clinical Diagnostics.

Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.

Essential Duties & Responsibilities:

Customer Service:

The customer is central to our business and this key communication position is responsible for the provision of services within the company at any point of customer interaction to ensure that our service exceeds the expectation and needs of our customers. A passion for delivering the highest level of customer service is required and within the business to drive excellence. This cannot be emphasized enough that the core purpose is to address the level of service offered.

Performance:

This key position is to monitor and analyse the current system of services to ensure they are effective and match the strategies to improve both the level of service and efficiencies within the business. This will include maximizing the customer experience and improving the flow communication in the business to ensure we deliver. The methods of communications are to be analysed and monitored to ensure the team is reaching the desired standard of response in the desired time frame. Targets are to be clearly communicated to the team and the plan to achieve these targets is clearly defined and communicated.

Team Building:

The Office Manager will be expected to coach, inspire, support, and motivate the team members, driving high performance and encourage engagement with the customer. Be passionate about providing the best possible service hence motivating and driving the team’s performance to succeed.

Communication:

The key to the role is communication. Not only to guide our customers to manage their expectations but to liaise with other departments to resolve issues to a high level of customer satisfaction. Complex customer queries are dealt with exceptional communications skills. Again looking at how and why a customer is contacting us and ensuring we are addressing the subject satisfactorily. Identify new methods of managing customer communications and ensure we monitor these to maximise the efficiencies and achieve our desired standards.

Supervision:

This position is responsible for ensuring regular reviews with each team member for performance and progress to identify training needs and boost team morale and develop the individuals. The focus is to build trust and advocacy amongst teams and so reflecting in the offer of quality service to the customer. They are responsible for the health and safety of their staff and wellbeing.

Measures:

The leader will be responsible for continuous improvement plans that support the quality measures and KPI’s for the department set by the Customer Services Manager.

Initiatives:

The Leader will be expected to join and support focus teams on various initiatives to help form a cohesive team approach and view to all Company strategies to ensure everything is considered in their approach.

Minimum Requirements/Qualifications:

• Demonstrable experience as a customer service focused professional.
• Demonstrable Supervisory/management experience essential
• GCSE’s in English and Maths
• Demonstrable experience with customer communications.
• Demonstrable experience for training and coaching experience.