Customer Service Manager UK

Location Worthing
Discipline: Customer Services
Job type: Permanent Full Time
Job ref: 002407
Published: about 1 year ago


Purpose of the Role / Key activities and accountabilities

  • Implement customer service procedures, policies and best practice standards in line with global customer service practices.

  • Recruit and train the local team using direct sourcing or low cost recruitment channels.

  • Develop and implement SLA’s and department KPI’s to manage team performance.

  • Overall responsibility to ensure orders are processed accurately and efficiently according to business and commercial priorities.

  • Manage the order processing/dispatch process to ensure that orders are prioritized, processed and dispatched within required timescales.

  • Ensure feedback and complaints procedures for customers are recorded in line with company policy

  • Main point of contact for customer service related matters and escalations for UK and IE

  • Act as intermediary between customers and other areas of the business as required

  • Challenge, drive and support, continuous improvement and participate in user assisted testing of key projects as required.

  • Plan the workload and activities of the CS team to ensure SLA’s and KPI’s are met

  • Ensure performance and development opportunities of the team are managed. Ensure regular coaching and feedback, 1:1’s and performance reviews

  • Carry out daily briefings and regular team meetings for the whole team

  • Lead key meetings. Monitor the order processing to ensure that there are no unnecessary delays to our customers’ orders to achieve our monthly sales targets.

  • Provide training and coaching as required to customer service team.

  • Deal with performance issues in line with HR and Rayner policy

  • Provide administrative support, direct communication with our customers and field staff, giving updates on orders and delivery’s/returns.

  • Preparing complex paperwork for export orders, supporting team leaders as required.

  • Support Finance and Sales team in actual sales figures, quarterly reporting and compliance.

  • Support Finance ensuring customer invoice payments made on time.

  • Maintain accurate records of legal documents sent by County Manager, regarding Customer Support

  • Update CRM/ERP and ensure accurate customer master data.

  • Applying local Data Protection and Money Laundering policies as per local regulations.

  • Perform daily invoicing activities to ensure invoices are produced accurately and sent in a timely manner to customers with overdue debts

  • Maintain an appropriate level of knowledge regarding Rayner products, increase knowledge, participate in training and product testing.



Ambition: We play to win.

Focus: We put patients first.

Integrity: We keep our promises.

Openness: We are passionate about new ideas.

Respect: We support each other.


Core and role specific competencies


Your key responsibilities will be:

  • Proactive customer focus approach

  • Strong interpersonal skills and relationship builder – Sales teams, Finance, Marketing, Supply Chain, Quality

  • Excellent written and verbal communication skills are essential.

  • Strong organizational skills

  • Flexible ‘can-do’ attitude needed to thrive in a rapidly growing and changing company.

  • Good problems solving skills with logical approach.

  • Able to present information clearly and concisely.

  • Able to work to performance target.

  • Organized/Methodical/Rigorous

  • Team spirit

Qualifications/ Training/Experience


  • Strong Customer service (senior profile) experience required (3 years minimum)

  • Motivational skills and ability to supervise and lead a team

  • Able to work well under pressure

  • Able to work on own initiative, self-starter and as part of a team.

  • Ability to work to tight deadlines with accuracy and detail.

  • Strong Excel skills

  • Able to communicate verbally and in writing in local language and English



  • Experience dealing with imported goods

  • Proven track record in a customer service role in medical devices

  • Graduate with an ambition to build a career in an innovative medical device company.

  • Knowledge of ERP systems

  • Knowledge of Data protection, Cyber security, and anti-money laundering policies