What You'll Be Doing:

This is a diverse role, and no two days are the same. Your key responsibilities will include:

Driving the day-to-day operation to ensure all UK and International orders are shipped on time and all customer queries are handled promptly
Leading a team of 10 Customer Service Agents, ensuring they have the knowledge, tools and direction they need to provide excellent customer service
Embed a continuous improvement framework, including timely complaint resolution and a plan to implement and report long-term fixes
Develop communication and change management plans so your team are fully informed about new products and business initiatives
Partnering with key stakeholders in Commercial to gather valuable feedback from our customers and improve the service offering
Liaise with colleagues across Production, Regulatory, Quality, Supply Chain, Finance, IT and Marketing to ensure our customers are at the heart of decision-making
Develop a reporting framework to ensure your team and the wider business have real-time visibility of performance versus our key metrics
Support the Head of Global Services with the implementation and global rollout of the new CRM system and omnichannel platform

What We Can Offer You:

Customer Service Manager