Customer Services Manager - Stonehouse, UK

Job content

Wellspect Healthcare, with headquarters in Mölndal, Sweden, is a leading global provider of innovative medical devices with a focus on helping people suffering from urinary retention or chronic constipation. Every day, more than 1 100 employees are dedicated to make a difference for those who need our products and services. Many of the people we serve have a spinal cord injury, enlarged prostate, spina bifida or multiple sclerosis. We are one of the world’s leading manufacturers of intermittent urinary catheters, with LoFric® as our most known brand. As a help to those with chronic or severe constipation we have developed what likely is the world’s most advanced irrigation system, the Navina Systems™, combining a high degree of user convenience, clinical effectiveness and connectivity into one really smart system. Wellspect HealthCare has a presence in more than 30 countries,and is a part of Dentsply Sirona, the worlds´ largest manufacturer of professional dental products and technologies with global headquarters in Charlotte, North Carolina, USA. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information.

Customer Service Manager

Reporting to the commercial director, in this role you will be r esponsible for the overall management of Customer Service team.

You Will Also

• Be responsible for financial reporting at month / year end for operations based at the Stonehouse site
• Oversee personnel development organising product and anatomy training
• Responsible for the overall recruitment and retention of employees for the Stonehouse site
• To take an overall view of the company’s customer service, developing procedures, policies and standards which meet the current and future needs of customers, patients and the organisation;
• To plan strategically, liaising with senior management, to develop a customer service operation which meets the ongoing needs of a growing business in a rapidly changing external environment;
• To demonstrate a strong commercial awareness and understanding of how customer service permeates all departments within an organisation, with an ability to initiate change interdepartmentally as appropriate;
• To deliver new business & retention opportunities and initiatives as well as developing and sustaining strategic relationships with our customers and suppliers, working closely with internal management, marketing and external sales teams.
• Responsible for New Starter inductions
• Measure and report on KPI data for end of month for all departments and report to Comercial Director
• Management of postal contracts, suppliers and post dispatch

Key Responsibilities

• Project work to initiate changes to internal systems that enhance opportunities to develop the business;
• Process improvements - analysing current processes and procedures to ensure maximum efficiency within the organisation and exceptional customer service;
• Analysing data to determine the level of customer service the organisation is providing and to communicate with other managers, findings and action plans, as appropriate;
• Leading, motivating, recruiting, appraising and developing teams in order to improve the skills and enhance the roles of individuals so that the organisation can provide customers with exceptional service;.
• Ensure compliance with industry regulations and keep abreast of changes which may impact on the organisation NHS directives, Information Governance and NHS BSA;
• Keeping ahead of developments in customer service and within the industry, by reading relevant journals, going to meetings and attending courses
• Learning about the organisation’s products and services and keeping up to date with changes;
• producing written information and reports for customers, as appropriate
• Effectively deal with customer complaints or major issues; during periods of high demand, be able to work with customer service teams to effectively handle all telephone queries, process orders, offer product advice and carry out related duties undertaken by the departments.
• Promote the service through a variety of methods, including visits to customers; cotravel with sales team

Requirements

• Educated to Degree level or equivalent
• Experience of managing a complex customer service team
• Ability to demonstrate skills and experience relating to the role outlined above

Along with this exciting role comes a very competitive salary and an attractive benefits package including Pension and Private Medical.

Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to

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