Customer Service Manager

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, multi-function environment? Are you an experienced operational manager who can inspire a team and drive excellent performance?

We have an exciting opportunity to join the Rayner team as the UK Customer Service Manager.

Rayner is leading the way in innovation with intraocular lenses (IOLs) and ophthalmic solutions. Our mission is to improve sight and quality of life, making a real difference to the lives of millions of people worldwide. Rayner is a British company and the only manufacturer of IOLs in the UK. Our state-of-the-art global headquarters and manufacturing plant are in Worthing on the South Coast. We also have regional offices in 10 countries worldwide, selling to over 90 countries, and we’re enjoying the most significant growth in our 70-year history.

As the Customer Services Manager for the UK, you will report directly to the Head of Global Customer Services and be an integral part of an expanding team of Customer Service Managers across the Americas, Europe, and Asia Pacific. Based in our Head Office, you will lead the UK team and be responsible for delivering timely and exceptional service to customers throughout the UK, as well as our non-direct markets worldwide. International experience is an advantage.

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 you can expect from us: 

• Comprehensive benefits package
• Global appreciation platform to recognise colleagues around the globe
• Fantastic opportunity to work with highly talents teams and individuals and grow with the business
• Exciting variety of engagement events like yoga, seat chair massages, Summerfest, quarterly Love to Learn events
• Free on-site parking for all staff
• On-site restaurant
• Cycle to work scheme
• Being part of an organisation you can be proud to work for changing the lives of millions of people!