Customer Services Manager

☞ Synlab

View: 106

Update day: 04-06-2024

Location: Abergavenny Wales

Category: Other

Industry: Medical Practices

Position: Mid-Senior level

Job type: Full-time

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Job content

SYNLAB Laboratory Services is part of SYNLAB UK & Ireland, who provide laboratory diagnostic and training services to a diverse range of sectors including healthcare and wellness, sport, travel, corporates and insurers, logistics and family law. Our site in Abergavenny has 2 in-house laboratories, offering a wide range of pathology tests including occupational health and wellness tests, as well as workplace drug and alcohol testing. In addition to our laboratories providing UKAS accredited ISO/IEC 17025 and ISO 15189 testing, we are one of only a few providers offering an end-to-end in-house collection and laboratory service. Due to restructure and growth, we have a fantastic opportunity for a Customer Services Manager to join our Client Services team in Abergavenny. You will provide leadership and direction to the entire Customer Support department, alongside enhancing client experience and drive necessary changes in order to improve the efficiency of the customer services team. Responsibilities:-To lead, develop and support the Customer Support team in the day to day activities.
  • Responsible for meeting client training requirements and the management of contract renewals and tenders.
  • Develop plans and targets (KPI’s) for the team.
  • Organise training and facilitate the development of the Customer Support team.
  • Manage customer complaints swiftly and professionally.
  • Manage client training requirements (through the Training Consultants and Training Co-ordinator).
  • Support other departments with customer service-related issues. Essential Skills and Experience:
  • Previous experience in Client/Customer Services leadership.
  • Excellent communication skills that allow you to inform, help and advice customers clearly.
  • The ability to remain patient and calm during stressful situations.
  • Good planning and organisational skills.
  • Analytical skills, and comfortable handling KPIs, SLAs etc. for reporting. Desirable:
  • Previous experience of creating contracts and tenders.
  • Laboratory, Drug and Alcohol or Pathology experience. Benefits:
  • 25 days annual leave, plus 8 days bank holidays.
  • Cycle to Work scheme.
  • Pension scheme.
  • Life Insurance.
  • Vitality Health Scheme.
  • SYNLAB Share Save Scheme.
  • Free on-site parking.
  • Easily accessible from Bristol/Newport/Cardiff/Merthyr/Monmouth and surrounding areas. About Us SYNLAB UK & Ireland work closely with clinicians, hospitals, occupational health providers and clinical researchers to provide a complete pathology offering. We operate in increasingly diverse environments which is reflected in our workforce, clients, customers, suppliers, communities and partners. We believe an inclusive workplace culture is the best way to source, attract and retain diverse and talented people, and create a sustainable, high-performing workforce. We believe our staff is vital to the principle of making a positive difference to healthcare, therefore, we promote a culture of continuous personal development where scientists and staff have the support and resources to acquire new skills and build their careers through learning and development opportunities, coaching and clear career pathways. We promote an open and collaborative culture where leaders act as role models and facilitate a two-way communication, engage with staff and stakeholders transparently and actively encourage feedback and suggestions. Please note that we reserve the right to close any adverts once we have received a sufficient number of applications. If you decide to apply for this post but do not hear back from us within two weeks of your application, please assume that you have not been short-listed on this occasion. SYNLAB UK & Ireland is a committed equal opportunities employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable UK employment law
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    Deadline: 19-07-2024

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