Customer Service Manager UK

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?

If so, then this is the diverse role for you, and no two days are the same!

Please note that this role is based fully on-site at our Global HQ in Worthing.

What You'll Be Doing:

• Driving the day-to-day operation to ensure all orders are shipped on time and all customer queries are handled promptly
• Leading a team of 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 Customer Service Director with the implementation and global rollout of the new CRM system and omnichannel platform

What Experience Do You Need:

• Strong Customer service (senior profile) experience required (3 years minimum)
• Motivational skills and ability to supervise and lead a team
• Fluency in English
• 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
• Experience dealing with imported goods
• Proven track record in a customer service role in medical devices
• Knowledge of ERP systems
• Knowledge of Data protection, Cyber security, and anti-money laundering policies

What We Can Offer You:

• Private healthcare
• Wellbeing allowance
• Annual programme of fun events
• Enhanced maternity & paternity leave